Senior Business Data Analyst – Contact Center Analyst

• Provide data-driven strategic consulting to Fortune 500 clients
• Support and deliver client analyses
• Contribute to analytically oriented projects from inception to delivery, including client communication, analysis, and packaging/presentation of deliverables
• Develop measurement and analytic plans
• Develop analytic deliverables and present them to internal and client teams
• Author and maintain Standard Operating Procedures and process documentation
• Perform documentation governance, including due diligence reviews, change management tracking, and program-record maintenance
• Engage cross-functional stakeholders to elicit requirements, evaluate business needs, and deliver solution recommendations through presentations and consultations
• Scope, shape, and transform business questions into analyses leading to actionable results
• Provide insights on contact center operations and sales for a healthcare client
• Present insights and recommendations in clear, confident presentations

• 5+ years of experience in contact center analytics
• Proficiency in SQL query building
• Ability to interpret analytic output and translate data into insights and strategic recommendations
• Experience working with large-scale customer databases, datasets or tables and communicating summarized analytical findings
• Experience with data cleansing and standardization
• Knowledge of statistical concepts, including significance testing and sampling
• Proficiency with Excel, including Pivot Tables
• Fluent use of PowerPoint
• Ability to manage small to medium scale projects
• Knowledge of contact center measurement and KPIs
• Experience working with telephony systems is a plus
• Experience in healthcare is a plus
• Working knowledge of multivariate statistics is a plus
• Working knowledge of SAS, Python, or R is a plus
• Graduate degree in business, economics, or quantitative methods preferred but not required
• Background or experience in IT projects is a plus
• Proficiency with Power BI and/or other data visualization tools is a plus
• Experience in digital transformation or system integration projects is a plus

• Great Place To Work 2024-2025 certified employer
• Equal opportunity and diverse, inclusive workforce
• Full-time employment