Senior Analyst, Business Intelligence

This position will be working from Florida. 

 

Position summary:

 

The Contact Center Analytics & Solutions team is looking for highly motivated Senior Analyst, Business Intelligence who will be responsible for leveraging analytics to drive key performance metrics, identify operational efficiencies, and work on projects 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 and Responsibilities:

• Conduct analysis to drive valuable business insights, using internal analytics tools, ie SQL to access and manipulate from disparate data sources
• Identify, design, and implement internal process improvements: automating manual processes, optimizing data delivery, address speed performance issues
• Ability to 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
• Perform more complex quantitative and qualitative analysis for business processes and projects
• Develop and execute sales funnel analysis, lifetime value analysis, customer segmentation and forecasting
• Design and analyze A/B tests to improve the user journey, develop contact center gamification strategies
• lead projects and requests from end-to-end, defining business needs, developing strategies, and solutions that empower internal teams operate efficiently 
• Proactively recommend new and innovative ideas/approaches to address changing needs that support performance for both tactical and strategic decision-making for contact centers
• Develop best practices, standards, conduct query reviews and advise on optimizing queries to ensure quality deliverables
• Encourage team growth with a focus on knowledge management, coaching/mentoring and developing cross functional relationships with team members

 

Qualifications, Knowledge, & Skills:

• 4+ years of relevant work experience in analytics, data centric role and/or business intelligence related field 
• Strong analytical skills – with a proficient ability to read/write complex SQL queries for data analysis
• Understanding of data warehousing concepts, relationship entity diagrams and relational databases
• Experience with data visualization tools (Tableau, Powerbi, etc.) and strong storytelling skills for technical and non-technical audiences
• MS office tools ie Word, excel, powerpoint, Access
• Ability to explain technical concepts and analysis implications clearly, and be able to translate business objectives into actionable analysis
• The position requires the capacity to work in a distributed team environment, build effective working relationships, and execute on critical process improvement and projects
• Strong and effective communication, presentation, 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
• Familiarization with Sales and Contact Center environments

 

Preferred Qualifications

• CSPO Certification and formal understanding of Agile Scrum practices
• Degree in an analytical area such as Mathematics, Statistics, Operations Research, Business or equivalent
• Other programing knowledge skills (Python)
• Project management experience
• Familiarity with other applications such as Salesforce, Oracle, Hyperion, AS400 or equivalent mainframe system