Data Analyst, IT Service Center

What you'll do

• Build efficient and scalable data models and workflows using SQL, Hive, Tableau, and Alteryx.
• Perform deep-dive analytics on call center metrics like AHT, service levels, and occupancy to identify trends.
• Translate ambiguous business questions into structured analytical approaches to solve complex operational problems.
• Create compelling visualizations and narratives to communicate complex insights to non-technical audiences and executives.
• Troubleshoot data quality issues and implement sustainable fixes to ensure data accuracy.
• Develop data-driven solutions and automated workflows to address operational pain points and improve efficiency.
• Lead complex, large-scope analytical initiatives with minimal guidance to support operational strategies.
• Mentor junior analysts in developing technical and analytical skills and best practices.

What we're looking for

• Bachelor's degree in a related field, or equivalent work experience, preferred.
• 4-8 years of experience, preferred.
• Expert-level ability in SQL, Tableau, Hive, and Alteryx.
• Experience with Hadoop-based environments, data modeling, and Alteryx workflows, preferred.
• Strong knowledge of call center operations, metrics, forecasting, and telephony platforms like Genesys or Verint, preferred.
• Ability to perform in-depth analysis on call center metrics like AHT, service levels, and occupancy, preferred.
• Excellent communication skills to translate technical findings into actionable business insights, preferred.
• Ability to build and optimize data workflows and pipelines to improve data accessibility and quality, preferred.