Sr. Data Analyst

Sr. Data Analyst

5-8 years
Not Specified

Job Description

Sr. Data Analyst
The Sr. Data Analyst is responsible for identifying and analyzing data to drive optimization and improvement of performance and continual improvement.In this role you will:
  • Assess current business performance against the business strategy for a specific site/and or function
  • Work closely with other departments to anticipate analytics needs and to quantify the impact of existing features, future product changes, and marketing campaigns
  • Extract, clean, and manipulate large datasets (structured and unstructured) for analysis
  • Analyze qualitative and quantitative data and identifies opportunities
  • Identify, analyze, and interpret trends or patterns in complex data sets
  • Run exploratory analysis uncover new areas of opportunity, generate hypotheses, and quickly assess the potential upside of a given opportunity
  • Perform analysis of large client data sets and provides recommendations for improvement related to the project with limited direction
  • Proactively determine areas for drill-down focus and conduct follow-up analyses to understand the drivers of performance gaps
  • Review and document current processes as part of gap or root cause analysis and input to improvement initiatives
  • Facilitate and conduct root cause analysis to determine the underlying drivers behind gaps. Root cause may include on site observation, interviews, and process documentation
  • Help execute projects to drive insights that lead to customer, enterprise, client, and market growth
  • Stay up to date around technology and best practices that can be recommended to drive fundamental change
  • Present findings and solutions to internal and external client stakeholders
  • Follows the data analysis phases - Ask, Prepare, Process, Analyze, Share, Act
  • Lead or participate in multiple projects by completing and updating project documentation managing project scope adjusting schedules when necessary determining daily priorities ensuring efficient and on-time delivery of project tasks and milestones following proper escalation paths
  • Strong relationship building & communication skills
  • Strong project management skills and ability to successfully manage multiple tasks at any given point
  • Regular, consistent, and punctual attendance in office or remote, depending on what is needed
  • Work with minimal supervision and meets set deadlines
  • Must have experience working on large scale projects as well as handling day-to-day operational requests from the business
  • Stay current with customer needs and strategies utilizing formal and informal written communication methods (for example, emails, newsletters, PowerPoint presentations, executive updates, task lists, updates) to communicate updates and findings and facilitating project meetings and presentations to all types of diverse audiences (for example, senior management, Customers, technical staff)
  • Partner and communicate with multiple workgroups to generate proper understanding of deliverables, conclusions, and recommendations
  • Work variable schedule(s) as necessary
  • Perform other duties and responsibilities as assigned
We are looking for someone who has:
  • Minimum 3- 5-year experience in Call Center Operations and Analytical roles
  • Experience with speech and text analytic tools and/or other AI tools a plus

  • Must be adept with R Programming, Minitab or any statistical software
  • Proficiency with Windows and Microsoft office products (e.g., Excel, PowerPoint, Word)
  • Statistical concepts and modeling
  • Data Ethics, Data Collection, Data Cleansing, Data Analysis, Data Visualization
  • Sample Size Determination
  • Questioning, Decision Making, Problem Solving
  • SQL, Metadata, Spreadsheet
  • Power BI

  • Excellent analytical thinking and problem-solving skills
  • Ability to extract, clean, and manipulate large, structured datasets for statistical analysis
  • The ability to define problems, collect and aggregate data, establish facts, and draw conclusions
  • Able to translate technical findings clearly and fluently to non-technical term through data story telling
  • Able to map processes and identify non-value-added activities that impact processing time

  • Strong organizational and project management skills
  • Able to self-manage, self-motivate and be accountable for assignments and related deadlines
  • Experience working and meeting deadlines in an emerging and rapidly changing environment

  • Ability to multitask and work well under pressure, to identify issues and work to resolve them in partnership with business leaders
  • Exceptional, professional communication skills both written and verbal strong interpersonal communication and ability to work well in teams
  • Skills in developing and maintaining key professional customer relationships

  • Bachelor's degree in Math, Statistics, Economics or related
  • Tableau
About ResultsCX:
We encourage our people to 'expect greater', reach further and live up to their individual potential. As a leader in the customer service call center industry we partner with Fortune 500 companies to provide exceptional customer experiences globally. We are looking to grow our teams with people who are up for a challenge and share our passion and commitment. If you are interested in an opportunity to make a difference in a fast-paced environment, ResultsCX could be right for you!
ResultsCX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under federal, state or local law.

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