Contact Center Insights and Reporting Analyst

Role Overview

• The Contact Center Insights and Reporting Analyst leads data discovery, assessment, analysis, modeling, and mapping efforts that support dashboards, reports, and visualizations used across the Contact Center
• This role works closely within the business unit and across departments with partners and subject matter experts to understand current and future analysis goals, then designs solutions that meet those goals while maintaining strong data governance and data quality
• This position is responsible for answering questions about the state of the business and generating insights that help guide strategic direction through data
• The analyst builds and maintains reporting used at multiple levels of the organization, integrates new data sources, and helps ensure data is clean and accurate
• Qlik Sense is the primary BI platform for this work, and experience with Strategy (MicroStrategy) is also highly relevant
• The analyst partners with the business to treat data as an asset and to ensure stakeholders have trusted, consistent information to support decisions
• This role serves as a consultative partner on how to use data effectively for process improvement, standard methodologies, data interpretation, and improving reporting architecture over time
• The analyst also supports enablement by helping others understand and use governed data sources appropriately

Requirements

• Bachelor’s degree in an analytical, quantitative, or technical field
• 3 years of experience building dashboards and reports using Qlik Sense or QlikView, or Strategy (MicroStrategy)
• 3 years of experience using business intelligence tools to investigate large datasets, identify trends, and deliver meaningful insights that support business decisions
• Experience gathering requirements and communicating effectively with both technical and non-technical audiences
• ETL concepts and experience integrating data from multiple systems preferred
• Experience with Teradata, SQL Server, Oracle, or Snowflake preferred
• Familiarity with visualization and UX best practices for dashboards and storytelling preferred
• Knowledge of payments call center industry concepts and enterprise data governance practices strongly preferred

Tech Stack

• ETL
• Oracle
• SQL

Benefits

• Competitive wages
• Medical with telemedicine
• Dental and Vision
• Basic and Optional Life Insurance
• Paid Time Off (PTO)
• Maternity, Parental, Family Care
• Community Volunteer Time Off
• 12 Paid Holidays
• Company Paid Disability Insurance
• 401k (with employer match)
• Health Savings Accounts (HSA) with company provided contributions
• Flexible Spending Accounts (FSA)
• Supplemental Insurance
• Mental Health and Well-being: Employee Assistance Program (EAP)
• Tuition Reimbursement
• Wellness program