Senior Reporting Analyst

Job Summary This role involves leading an analytics team which studies a variety of contact center and enterprise data sources to formulate actionable insights that improve the customer experience and/or lower cost to serve. Collaborate with stakeholders and SMEs across the business to drive insights that enable continuous improvements of our processes. Innovate new ways to use data to solve business problems, drive decisions through insights and data‑driven recommendations, and play a leadership role by sharing best practices and mentoring other analysts. Drives continuous improvement and a focus on quality, while assisting the divisional analytics manager with training plans for the team. Job Responsibilities Work with business stakeholders to understand challenges and opportunities, then identify related analytical questions. Conceptualize study design and formulate plans for conducting research to answer strategic questions. Conduct research by assembling disparate data streams that can feed into various statistical models for analysis. Interpret analytical results and generate strategic and operational data‑based insights and recommendations. Document and present study results through reports, visualization tools, dashboards, and executive‑level presentations. Communicate analyses, insights, and recommendations to stakeholders through written and verbal communication. Carry out all aspects of project management including work planning, prioritization, estimation, scope refinement, documentation of action items, and overall delivery. Lead team efforts to implement processes, data stores, and environments to support the generation of business insights and the divisional analytics strategy. Basic Qualifications Bachelor’s degree and at least 4 years of reporting and analytics experience, OR High School diploma/GED and at least 7 years of reporting and analytics experience. Strong analytical and problem‑solving skills with the ability to logically organize and convey insights. Experience creating visualizations of data insights and preparing executive‑level presentations. Ability to manage multiple projects and work independently to prioritize tasks in a fast‑paced environment. Outstanding written and oral communication skills, including strong interviewing and listening skills. Familiarity with relational database design, indexing, and related tools to query and optimize relational databases. Strong working knowledge of Microsoft Office tools including Word, Excel, Visio, PowerPoint, and Access. Preferred Qualifications Programming languages: Python, Power BI dashboard programming/expertise, and DAX coding. Query/analytics/reporting tools such as SAS, R, SQL, Hadoop, Teradata. In‑depth knowledge of probability and scientific methods to design and test hypotheses. Knowledge of modeling design, causation, latent variables, and functional forms. Ability to conduct cluster analysis, factor analysis, forecasting, etc. Knowledge of advanced statistical techniques such as regression analysis, decision trees, structural equations. Ability to perform model evaluation and accuracy tests, validation sampling, and prediction. Experience with specific reporting, dashboarding, and visualization tools. Salary Range: $71,400 - $114,300 / Salaried #J-18808-Ljbffr