CCT: The Call Center Technology team provides analytical support to identify opportunities to optimize our call routing and agent support technology in an effort to reduce operational costs and improve client experience.
In this role you will:
• Engage with internal partners to understand business strategy, questions, and goals. Bring structure to business requests, translate requirements into an analytical project approach, and complete analyses.
• Acquire and compile structured and unstructured data and verify its quality, accuracy, and reasonableness.
• Perform analyses of historical data to surface trends and insights using advanced analytical methods.
• Prepare and deliver visualizations and internal presentations that translate analytic insights into tangible, actionable solutions for business partners to implement.
• Develop, own, and manage recurring analytic or reporting processes.
• Mentor, coach, train, and develop junior data analysts. Proactively expand knowledge of business and analytics and shares with team members.
• Share and document best practices.
• Participate in special projects and perform other duties as assigned.
What it takes:
• Minimum of five years related work experience.
• Undergraduate degree or equivalent combination of training and experience.
• Coding knowledge in SQL, Python, or the equivalent (SAS, R)
What you will learn:
• Perform in a highly collaborative environment
• Successfully apply appropriate descriptive, prescriptive, predictive and other forms of Analytics
• Master how to design, build, and analyze statistical experiments
• Influence strategy, roadmap and product enhancements through data and insights