Data Analyst - Contact Center Operations

Please Note: This is a remote position available in the state listed on this job. Additionally, employment with BambooHR is contingent on passing both a background and credit check.

Position Overview

Join our team as a Data Analyst and help transform contact center operations through the power of data-driven insights. Partner with our engineering team to design and build robust data pipelines while creating performance management tools that set our operations free to do great work. Use your analytical expertise to deliver actionable insights that make a real difference for our contact center teams. Whether working independently or collaborating cross-functionally, you'll be part of a supportive environment dedicated to turning data into operational excellence. You'll conduct deep-dive analysis of contact center data to identify trends and opportunities, because we know data drives decisions, and that's exactly why our Data Analysts strive every day to create exceptional performance management tools and actionable insights for our stakeholders.

Responsibilities

• Analyze contact center data to uncover trends, improvement opportunities, and operational challenges.
• Build and maintain comprehensive performance management tools, scorecards, and dashboards that provide clear visibility into key contact center metrics.
• Design and implement methodologies to measure and enhance operational efficiency within the contact center.
• Partner closely with operations leaders and business stakeholders to understand data needs, gather requirements, and deliver tailored solutions.
• Translate complex data into clear, concise, and actionable insights for various audiences, including senior leadership.
• Identify opportunities to automate data processes and optimize reporting to improve efficiency and reduce manual effort.
• Collaborate with the engineering team to design, develop, and implement scalable data pipelines for contact center data.
• Ensure data accuracy, integrity, and accessibility across all data solutions and reporting tools.
• Work independently while managing multiple priorities in a fast-paced environment.
• Stay current on contact center best practices and emerging data analytics trends to maximize value for stakeholders.
• Engage in continuous improvement activities, utilizing data-driven strategies to enhance operational performance and efficiency.
• Deliver your best analytical work while maintaining high standards for data quality and insight generation.

Requirements

• Experience: 3-5 years of experience as a Data Analyst, specifically focused on Workforce Management (WFM) or contact center operations.
• Technical Skills:
  • Extensive experience with SQL and data warehousing concepts.
  • Proficiency in tools like Databricks, Looker (SQL Runner), or similar SQL environments.
  • Proven experience building dashboards and reports using Business Intelligence (BI) tools such as Tableau, Looker Studio, or similar platforms.
  • Advanced proficiency with spreadsheet tools like Google Sheets or Microsoft Excel, including complex formulas, pivot tables, and data visualization.
• Contact Center Knowledge: Strong understanding of contact center metrics, KPIs, and operational processes.
• Collaboration: Experience partnering with Data Engineering teams to design and implement new data pipelines.
• Analytical Skills: Excellent analytical, problem-solving, and critical thinking skills.
• Communication: Exceptional communication and interpersonal skills with the ability to collaborate effectively with both technical and non-technical stakeholders.
• Work Ethic: Ability to work independently and manage multiple priorities in a fast-paced environment.
• Attention to Detail: Strong attention to detail and the ability to translate complex data concepts into clear, actionable insights.

Bonus Points

• Knowledge of WFM software solutions (e.g., Amazon Connect, Genesys, NICE).
• Experience with cloud data platforms (e.g., AWS, Azure, GCP).
• Working knowledge of Salesforce data structure.