Proficiency in SQL, R, Python, Power BI, and Looker
Bachelor’s degree in Mathematics, Economics, Computer Science, or a related field
Strong ability to create effective presentations for management and excellent communication skills
Requirements:
Provide data analysis to recommend actions to improve business processes for management
Gather, validate, and analyze data to manage internal performance reporting and messaging for Operations
Analyze lost productivity within BPO vendors, estimate budgetary impacts, and compile interval call volume data and productivity risks to inform short-term scheduling and operational efficiencies
Own agent performance scorecards published monthly, track overtime from a production and budgetary perspective, forecast monthly expenses, and present staffing changes to meet operational goals; perform frequent ad hoc reporting to support decision making
Job description
100% Remote
Responsible for providing data analysis to recommend actions of a moderately complex nature to improve business processes to management.
Gather, validate, and analyze data, to successfully manage internal performance reporting and messaging for Operations
Analyze lost productivity within our BPO vendors and estimate budgetary impacts
Compile and analyze interval call volume data and lost productivity risks and make short term schedule recommendations to create operational efficiencies
Own agent performance scorecards, published monthly, to assist management with performance management
Track overtime from a productive and budgetary perspective and forecast expected monthly expense and requirements
Present weekly staffing changes and assist in determining staffing needs to meet operational goals
Assist with labor requirement forecasting and make recommendations on the timing of staff additions based on historical behaviors
Perform frequent ad hoc reporting on demand to assist Operations management with decision making
Qualifications
3 years overall data analysis experience with proven experience in SQL, R, PowerBI, Looker or other data management/visualization tools.
Bachelor’s degree in Mathematics, Economics, Computer Science, or similar field.
Ability to mine data, compile and manipulate in multiple systems/programs and analyze results
SQL (Snowflake)
R
Looker
PowerBI
Python
Ability to create effective presentations for management.
