Senior Data Analyst - Customer Care Operations
New
J
JobgetherData Analytics
Based in the United StatesFull-TimeSenior
SalaryCompetitive base salary range of $100,000 - $125,000, plus bonus opportunities
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Job Details
- Experience
- 5+ years
- Required Skills
- PythonSQLMicrosoft Power BITableauMicrosoft ExcelRNLPGenerative AI
Requirements
- 5+ years of experience in data analysis, statistical modeling, and data visualization.
- Bachelor’s degree in a quantitative discipline such as Statistics, Mathematics, Computer Science, or Economics.
- Proficiency with SQL, Python, R, or similar programming languages.
- Advanced skills with business intelligence tools such as Tableau or Power BI.
- Advanced Microsoft Excel skills and familiarity with Google Workspace.
- Experience using Generative AI tools and Large Language Models (LLMs) to accelerate analysis.
- Ability to identify opportunities for AI, machine learning, or automation in operational performance.
- Experience with NLP, text mining, or speech analytics is preferred.
- Contact center analytics experience and familiarity with customer service KPIs.
- Experience with Salesforce Service Cloud analytics is a plus.
- Strong problem-solving, organizational, and communication skills.
Responsibilities
- Analyze large and complex datasets using data mining, statistical analysis, and machine learning techniques to identify trends and patterns.
- Ensure data accuracy, consistency, and reliability through validation, cleaning, and quality checks.
- Develop predictive models and analytical solutions to forecast customer behavior and operational trends.
- Partner with Workforce Management, Quality Assurance, and Training teams to translate business challenges into analytical initiatives.
- Design, maintain, and enhance dashboards and reports using Tableau, Power BI, or similar tools.
- Create business case models to evaluate initiatives, measure ROI, and support strategic planning.
- Apply AI and automation to identify operational improvements and enhance customer care efficiency.
- Leverage NLP, text mining, or speech analytics to extract insights from unstructured customer data.
- Present findings and recommendations clearly to senior stakeholders.
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