OVERVIEW

Do you enjoy telling stories through data and working with large data sets? Our Sales Planning team is looking for a team member to dive into customer journey touchpoints then create dashboards and reports that drive transformational changes in the Call Center through data driven insights and analyses formulated from their business acumen.

RESPONSIBILITIES

• Write SQL queries and python code for pulling and working with large data sets.
• Construct efficient multi-threaded data models from large data sets.
• Create visual representations of data for executive reporting.
• Build dashboards for daily operational usage.
• Utilize Statistical analysis, Predictive and Prescriptive modeling, and forecasting to provide business insights.
• Design analytical models to identify areas of improvement, optimization of operational efficiencies, and increased revenue.
• Analyze customer touchpoints with the Contact Center.
• Identify trends and patterns in customer behaviors.
• Make data backed recommendations on Contact Center programs.
• Manage cross-platform reporting and data processing.
• Correlate omnichannel data for KPI tracking.
• Create and maintain data repositories.
• Work with stakeholders to identify needs and implement solutions.
• Clearly communicate understandings of business needs, results, and solutions.

SKILLS AND EXPERIENCE

• Advanced experience with SQL, Python, building data models, data validation, and QA
• Bachelor’s Degree from an accredited University.
• Minimum of 2 years of experience in an analytical role.
• Preferred experience with Power BI, Azure Data Lake, Databricks, and Visual Analytics.
• Preferred experience with omnichannel data and Azure Cognitive Services.
• Working knowledge of Excel and Powerpoint.
• Prior experience with speech analytics and sentiment analysis is a plus.
• Ability to work in a fast-paced dynamic environment with shifting priorities.
• Must have excellent attention to detail, strong analytical skills, and the ability to prioritize multiple tasks.
• Strong data mining skills with the ability to understand cross-platform integrations.
• Excellent written and verbal communication skills with an aptitude for analytical thinking.
• Must be proactive, self-motivated, and be able to work both independently and collaboratively.

SOFT SKILLS

• Strong strategic thinking and analytical capabilities
• Excellence in both written and verbal communication
• Mature, pragmatic, and flexible approach
• Good attention to detail
• Hands-on, ready to roll up the sleeves

PERSONAL CHARACTERISTIC

• Results-driven with a strong commercial acumen
• Creative problem-solver with innovative thinking
• Strong interpersonal skills and emotional intelligence
• Ability to work effectively in a fast-paced, multicultural environment
• High level of integrity and professional ethics
• Self-driven
• Resilient
• Rigorous and organized