Role Specific Qualifications:

• A strong understanding of how to gather data across diverse data sources.
• The expertise to find and evaluate data to determine if it is correct and complete.
• The ability to become the subject matter expert in the daily performance of the contact center as measured against expected key performance metrics.
• The ability to gather business requirements for a complex analytics project.
• Provide insights and recommendations based on the observed and quantified trends in available call and performance data to drive further efficiency and consistent performance.
• The capability to develop Tableau dashboards.
• Proactively finding business problems and using data to craft the solution.

Technology Qualifications: 

• Highly proficient in SQL required to facilitate data gathering for independent project work
• Tableau dashboard development experience required
• Familiarity with SharePoint and Python
• Must be proficient in MS Excel and have a solid background in all MS Office products

Professional Qualifications: 

• Strong organizational skills, follow-through and demonstrated ability to manage multiple projects, to keep key stakeholders informed and to meet deadlines
• Results oriented individual who understands how their activities are impacting organizational performance objectives
• Highly effective communicator. Excellent written, verbal, and interpersonal communication skills. Comfortable with speaking to internal and external partners at all levels. Able to effectively communicate complex subject matter to non-technical audiences.
• Solid presentation skills that allows the Analyst to sell insights to audience from peers through VP level.
• Ability to work well and accept challenges in a fast-paced, dynamic organization
• Strength in working on self-managed projects in conjunction with other departments

Education and Training Qualifications:

• Bachelor’s Degree required, Master’s degree preferred; Degree in Business Administration, Economics, Statistics, Mathematics or Finance preferred
• Previous experience in mid- to large-size call center in an analytical capacity with measurable impacts