Sr. Operations/Data Analyst

$90,000 - $100,000

Full Time


    • Data Analyst
    • Data Analysis
    • Operation Analyst
    • Contact Center
    • Customer Center
    • Data Visualization
    • Data Reports
    • Dashboard
    • Project Management
    • Business Intelligence

    Job Description


    • Oversee development of primary operations reports, dashboards, and data visualizations as well as ad-hoc reports on a variety of Key Performance Indicators (KPIs) and Contact Center metrics.
    • Analyzing data to identify trends, issues, and opportunities, and developing recommendations for improvement.
    • Oversee reporting and analysis responsibilities for assigned areas of integrated Contact Center software solution including WFM forecasting and scheduling, quality monitoring, speech analytics, customer feedback, DPA and more.
    • Participate in the design and implementation of new performance standards (as required).
    • Demonstrate expert understanding in applying best contact center reporting practices.
    • Evaluate and monitor customer contact drivers and report to contact center leadership.
    • Collaborate with Contact Center leadership on reporting and dashboards requirements to drive meaningful performance data insights.
    • Use KPI data to compile and track performance for all organizational levels within the contact center hierarchy (down to individual agent level reports).
    • Collaborate with the Contact Center Leadership and Training partners to evaluate current and ongoing training needs based on quality monitoring data.
    • Participate in requirements gathering and application design discussions, UAT testing for various contact center applications whenever necessary.
    • Participate in Agile scrum ceremonies to provide updates/input as required.


    • Exceptional oral, written, and interpersonal communication skills including the ability to summarize and report on data, influence and negotiate, and present information to various levels within the organization.
    • Extensive data analysis experience required (5 years +).
    • Ability to excel in a fast-paced team environment, manage multiple priorities, and meet deadlines.
    • Knowledge and experience with Agile project management methodologies
    • Experience with project management tool (i.e – Agility, Jira, Microsoft Project, etc.)
    • Extensive understanding of industry standards for NPS, CSAT, FCR, and customer survey data.
    • Extensive experience with multiple analytics and business intelligence tools (i.e. – Excel, Power BI, Power Query, VBA and Macros, Access, Tableau, MicroStrategy Visual Insight, etc.)
    • Comprehensive knowledge and experience with call center metrics and best practices.
    • Extensive knowledge of call center technologies (IVR, ACD, SVC/CBA, WFM, etc)
    • Intermediate understanding of SQL required and SSRS preferred.
    • ADVANCED Verint WFO experience strongly preferred. (other WFM acceptable i.e NICE, Genesys, etc).
    • Understanding of dashboard and visualization best practices.
    • Bachelor’s Degree preferred or equivalent work experience
    • 5 years of Contact Center experience required