Data Analyst

POSITION SUMMARY

The Data Analyst will be responsible for delivering impactful insights into key business decisions and supporting projects/building tools that empower our end users to work efficiently. The right person for this role has exceptional analytical capabilities, thrives in a fast-paced environment, loves problem-solving, is a great communicator, and is passionate about our end-user experience.

ESSENTIAL DUTIES & RESPONSIBILITIES

- Conduct analysis to drive valuable business insights, using internal analytics tools, i.e. SQL to access and manipulate from disparate data sources.

- Build intuitive presentations, interfaces, infographics, and data visualizations to tell stories with data that convey key performance metrics, significant trends, and relationships across contact centers. - Analyze user behavior to identify patterns, uncover opportunities, and create a common understanding of how people are interacting with our reporting content.

- Ideate and develop new metrics and analytical approaches, measuring performance for both tactical and strategic decision-making for contact centers.

- Lead projects and requests from end-to-end, defining business needs, developing strategies, and solutions that empower internal teams to operate efficiently. - Spearhead ongoing efforts to better understand sub growth and identify future opportunities through analysis and reporting.

QUALIFICATIONS, KNOWLEDGE, & SKILLS

- Degree in Computer Science, Mathematics, Statistics, Industrial Engineering, Operations Research or MS in Business Analytics or 2 years industry experience in a related field.

- 2+ years experience with any of the following programming languages: R, Python, SAS or similar scripting

languages.

- 2+years experience with predictive and forecasting techniques and tools including time-series analysis (Autocorrelation plots, ARIMA/ARIMAX, Vector Auto Regressions, Recurrent Neural Networks), machine learning

model development (grid searching, cross validation, parameter tuning & optimization), and appropriate model evaluation (ROC analysis, confusion-matrices, error rate logging)

- 2+ years of relevant work experience in analytics and/or business intelligence or related field.

- Strong analytical skills with a proficient ability to read/write complex SQL queries for data analysis.

- Experience with data visualization tools (Tableau, Power BI, etc.) and strong storytelling skills for technical and non-technical audiences.

- MS office tools i.e. Word, excel, PowerPoint and Access.

- Strong and effective communication, presentation and written skills and ability to work in global environment.

- Experience collecting internal customer feedback and requests, empathizing with their challenges and opportunities.

- Collaborative,self-motivated with a desire to lead strategic problem solving, execution and ownership.

- Understanding of data warehousing concepts, relationship entity diagrams and relational databases.

Nice-To-Have:

- CSPO Certification and formal understanding of Agile Scrum practices

- Other programing knowledge skills (Python)

- Other applications such as Oracle, Hyperion, AS400 or equivalent mainframe system

- Familiarization with Contact Center environment