Senior Data Analyst

Role Description

The Sr Data Analyst for the Contact Center plays a vital role in advancing operational excellence and strategic decision-making through data. This position is responsible for transforming complex datasets into clear, actionable insights that inform and support business objectives. Working closely with cross-functional teams, the Sr Data Analyst identifies trends, monitors performance metrics, and delivers analytical solutions that enhance customer experience, increase efficiency, and optimize overall contact center performance. This role requires both technical expertise and business acumen to ensure data insights align with organizational goals and create measurable impact.

• Analyzes large datasets from multiple sources using data mining, statistical analysis, and machine learning techniques to identify trends, patterns, and correlations that generate valuable business insights.
• Ensures data accuracy, integrity, and consistency across databases and data sources, performing data cleansing and preprocessing as needed, to maintain the reliability of analysis.
• Develops and implements predictive models using machine learning algorithms and statistical techniques to forecast trends, customer behavior, or business outcomes and inform strategic decisions.
• Collaborates with management and cross-functional teams, including Workforce Management, Quality Assurance, and Training, to translate business questions into actionable analytical tasks and deliver data-driven solutions that address operational or strategic challenges.
• Designs and maintains dashboards, reports, and visualizations using tools such as Tableau, Power BI, or other platforms to communicate insights clearly and accessibly to stakeholders.
• Develops business case models that assess the ROI of potential initiatives to inform data-backed decision-making and strategic planning.
• Documents methodology, maintains data definitions, and standardizes reporting processes to ensure analytical work is accurate, repeatable, and auditable.
• Protects sensitive data, including customer and employee information, by following data privacy and security standards and accessing data only when there is a legitimate business need.
• Presents findings and insights to the executive team to ensure data-driven recommendations are clearly communicated for high-level decisions.
• Stays current on analytical tools, techniques, and industry best practices to continually improve the quality and impact of insights delivered.
• Performs other related duties as assigned to support the overall success of the team and department.

Qualifications

• Demonstrated Analytical Experience: Proven experience in data analysis, statistical techniques, and working with large datasets, particularly in a contact center or similar environment.
• Technical Skills: Proficiency in data visualization and business intelligence tools such as Tableau or Power BI, along with strong skills in Excel, SQL, or other relevant analytical software.
• Generative AI Proficiency: Skilled in leveraging Large Language Models (LLMs) and Generative AI assistants (e.g., Gemini, ChatGPT, Copilot) to accelerate data processing, optimize SQL/Python code generation, and summarize qualitative datasets.
• Attention to Detail: Strong attention to detail to ensure accuracy, integrity, and consistency in data analysis and reporting.
• Problem-Solving Abilities: Demonstrated ability to independently solve complex problems using data-driven solutions, and to think critically about the business implications of analytical findings.
• AI Opportunity Identification: Demonstrated ability to spot operational bottlenecks where machine learning, automation, or AI solutions can improve contact center efficiency and enhance the customer experience.
• Data-Driven Decision Making: Ability to leverage data insights to support strategic business decisions, making recommendations that are actionable and grounded in analysis.
• Goal Alignment: Ability to manage priorities effectively to align with and support company goals, ensuring that data analysis is relevant and contributes to strategic decision-making.
• Collaboration Skills: Strong interpersonal skills to work collaboratively with cross-functional teams and management to identify business needs and provide solutions.
• Cross-Departmental Relationship Building: Ability to build relationships across departments to facilitate data-sharing, collaborative problem-solving, and effective decision-making.
• Communication & Reporting: Excellent verbal and written communication skills to effectively present findings to senior leadership and stakeholders. Skilled in writing, proofreading, and editing reports for clarity and accuracy.
• Organizational & Leadership Skills: Ability to manage multiple projects and responsibilities effectively, including prioritizing tasks and working with minimal supervision.
• Flexibility & Adaptability: Willingness to adapt to changes in responsibilities and work priorities, ensuring the ability to meet evolving business needs.
• Ability to Manage Stress: Capable of handling typical job stress, such as tight deadlines and changing business needs, without compromising on quality or efficiency.
• Confidentiality & Discretion: Ability to handle sensitive data and information with discretion, maintaining confidentiality as required by company policies and regulations.
• Company Values & Environment: Contributes to a positive working environment by exemplifying the company's core values: Act Like Owners, Customers and Pets First, Share a Clear Story, Build for the Long Term, Move Fast with Discipline, Deal with Issues Directly, and Celebrate Our People.

Requirements

• Required Education: Bachelor’s in a quantitative field such as Statistics, Mathematics, Computer Science, Economics, or related disciplines.
• Required Experience: 5+ years of experience in data analysis, statistical modeling, and data visualization.
• Familiarity with data visualization tools such as Tableau, Power BI, or similar platforms.
• Proficiency in programming languages like Python, R, or SQL for data manipulation and analysis.
• Familiarity with Natural Language Processing (NLP), text mining, or speech analytics tools to extract actionable insights from unstructured customer interaction data (transcripts, reviews, chat logs).
• Advanced MS Office skills, specifically Excel.
• Google Workspace Proficiency.

Preferred Experience

• Contact center analytics experience; working knowledge of contact center terminology and KPIs.
• Experience with Salesforce Service Cloud analytics.
• Experience using Generative AI or LLM tools (e.g., ChatGPT, Copilot, Gemini) to support data processing, code generation, or analysis workflows.

Benefits

• Comprehensive healthcare coverage – We cover 100% of premiums for medical, dental, and vision plans for employee-only plans.
• Annual bonus.
• We match up to 3.5% of your 401k contributions, ensuring your retirement savings grow alongside your career.
• 6 paid sick and mental health days, an Employee Assistance Program, free weekly yoga and meditation classes, and additional mental health benefits, because we take a holistic approach to your well-being.
• Invest in your future with our Employee Stock Ownership Plan, where company contributions fund your retirement plan with company stock.
• Reimbursements for a portion of personal cell phone and internet usage for eligible employees.
• Professional development opportunities with mentorship, continuous learning programs, and performance-based pay increases, empowering you to progress and excel in your career.
• Through our charity sponsorships, you can make a positive impact on communities worldwide. We’ve donated over $9 million to date.
• Potential for quarterly KPI bonuses.
• The base salary range is $100,000-$125,000, plus bonus potential.