Data Analyst Call Center
Please Note: This position has a hybrid schedule which is 3 days onsite and 2 days remote.
This role supports the
ERS Call Center Analytics team by providing analytical and organizational assistance in developing and delivering accurate reports on key performance indicators (KPIs), compensation and incentives.
What You Will Do- You'll design, build, and maintain reporting that measure key performance indicators (KPIs) such as Service Quality, Growth, Turnover, Efficiency, and Accuracy.
- You'll develop and deliver internal performance and financial reports, including expense tracking, incentive program analysis, and goal progress.
- You will provide ad hoc data analysis across multiple data sources using tools and languages such as Snowflake, AWS, SQL, Python, and Tableau.
- Perform trend identification and root cause analysis, and present data-driven solutions to stakeholders.
- Document data processes, workflows, and reporting logic for implementation and ongoing production support.
- You'll create and maintain data flow models to support ETL (Extract, Transform, Load) processes and data pipeline development.
- You'll retrieve and analyze Salesforce and Genesys Cloud data from Snowflake to support reporting, operational insights and business decision-making.
What You Will Need- You have either a bachelor's degree in a quantitative or technical field (math, statistics, computer science, engineering) or comparable experience.
- You have excellent communication skills, both written and verbal, to effectively convey complex ideas and findings throughout the entire duration of each project (Discovery, Meeting with Stakeholders, Validation and Presentation).
- You're proficient in SQL and working with relational databases to query, analyze, and manipulate both structured and unstructured data.
- You able to conduct calculations with data manipulations for thorough data validation and analysis.
- You have intermediate to advanced Tableau Desktop and Tableau Prep experience.
- You have experience with Salesforce and Genesys Cloud preferred
#LI-LD1
The starting pay range for this position is:
$74,500.00 - $99,500.00
Additionally, for full time positions, you will be eligible to participate in our incentive program based upon the achievement of organization, team and personal performance.
Remarkable benefits:• Health coverage for medical, dental, vision
• 401(K) saving plans with company match AND Pension
• Tuition assistance
• Floating holidays and PTO for community volunteer programs
• Paid parental leave
• Wellness programs
• Employee discounts (membership, insurance,
travel, entertainment, services and more!)
