Lead Data Analyst (Contact Center Operations)
New
Based in United StatesFull-TimeLead
Salary not disclosed
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Job Details
- Experience
- 5+ years
- Required Skills
- Project ManagementSQLBusiness AnalysisData visualizationCRMData analytics
Requirements
- Bachelor’s degree in a quantitative or analytical field such as Computer Science, Engineering, Mathematics, Statistics, or related discipline, or equivalent experience.
- 5+ years of experience in data analytics or business analytics, preferably in operations, contact centers, or large-scale service environments.
- Strong proficiency in SQL and experience working with relational databases to extract, validate, and manipulate complex datasets.
- Experience with BI tools, CRM platforms, and data visualization systems such as Google Workspace or similar ecosystems.
- Demonstrated ability to translate complex data into clear insights and communicate effectively with both technical and non-technical stakeholders.
- Strong analytical thinking, attention to detail, and problem-solving skills with a focus on operational impact and continuous improvement.
- Proven ability to manage multiple projects simultaneously in a fast-moving, high-growth environment.
Responsibilities
- Lead advanced analytics initiatives to evaluate contact center and network performance, uncover inefficiencies, and deliver actionable recommendations that improve operational outcomes and service quality.
- Build and maintain dashboards and reporting systems that track real-time and historical performance metrics across key operational areas.
- Analyze service provider, customer, and stakeholder feedback to identify trends, root causes, and opportunities for improving satisfaction and engagement.
- Develop capacity models and forecasting approaches to assess supply-demand balance and recommend improvements in staffing, recruiting, and retention strategies.
- Design and support experiments, pilots, and process changes, ensuring results are clearly communicated to leadership and stakeholders.
- Serve as a subject matter expert in data analysis methodologies, ensuring consistency, accuracy, and best practices across reporting and insights generation.
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