Data Analyst

Hybrid Data Analyst

Contact Center Analytics & Conversational Intelligence (BPO)

This is a Hybrid-Remote position where you must be available to work in-office 3 days a week in either our Southington, Ct or Livingston, NJ locations.

Data Analyst Job Description:

The Data Analyst is responsible for providing insights for the client as to what consumers are saying about the company and explaining how they can use these insights to solve issues or make improvements. Strong communication skills and a curiosity to explore the data are valuable skills to have in this role. The Data Analyst must be able to uncover insights & meaning from the data and summarize findings into clear, concise, and actionable takeaways. Additionally, the Data Analyst will utilize Tableau heavily to show trends visually and summarize findings for stakeholders, in addition to creating user-friendly dashboards for the client.

Responsibilities:

• Provide regular updates on consumer feedback and discover any rising trends
• Communicate regularly with the client to understand their reporting needs
• Utilize Tableau and Excel for data analysis
• Create, modify, and run reports for various aspects of the business as needed
• Create and maintain Tableau dashboards & visualizations
• Troubleshoot and repair any issues that arise in data sources, visualizations, and/or dashboards
• Monitor feedback for new products and provide monthly updates to brand stakeholders
• Create content & materials for presentation decks to be presented to the client
• Respond quickly to ad-hoc reports and questions from client or brand teams

Internal Responsibilities:

• Facilitate weekly Focus Groups with agents to discuss any rising trends or new issues
• Analyze, summarize, and present data to the internal leadership team weekly
• Generate reports for agent productivity weekly (marketing statement report)
• Update volumes for Capacity Planning reporting & Percentage of Contact reporting (monthly)
• Update Stella Consumer Survey results & dashboard monthly
• Provide visualizations and supporting charts for Quarterly Business Reviews

Skills to have:

• Comfortable communicating with clients and not being afraid to ask questions to ensure you will be providing exactly what is being asked for, as well as align both yourself and the client on exact processes/approaches to the solution
• Advanced understanding of Excel and ability to create complex formulas & lookups
• Advanced understanding of Tableau
• Clear and professional writing skills
• Able to multi-task and balance multiple projects

Unfortunately, we are unable to sponsor any residency visas at this time.

EEO Statement:

We are an equal-opportunity employer. We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, ancestry, age, disability, veteran status, or any other status legally protected by federal, state, or local law.