Experienced Full Stack Data Analyst – Contact Center Operations and Strategy Development
Are you a data-driven professional with a passion for analysis and problem-solving? Do you thrive in a fast-paced environment where no two days are ever the same? If so, we invite you to join arenaflex, a leading airline company, as a Senior Analyst in our Contact Center Operations and Strategy Development team. In this role, you will play a critical part in driving business growth, improving customer experience, and shaping the future of our contact center operations.
Why You'll Love This Job
As a Senior Analyst, you will be part of a dynamic team that is responsible for providing data-driven insights and analysis to support the strategic direction of our contact center operations. You will work closely with cross-functional teams to identify areas of improvement, develop data-driven solutions, and implement changes that drive business results.
What You'll Do
* Develop and maintain key performance indicators (KPIs) for contact center operations, including metrics such as first call resolution, average handle time, and customer satisfaction
- Conduct complex quantitative analysis on various contact center data sets to identify trends, patterns, and insights that inform business decisions
- Create and present high-quality reports and dashboards to stakeholders, including senior leadership, to support data-driven decision-making
- Collaborate with business stakeholders to develop and implement data-driven solutions that drive business growth and improve customer experience
- Serve as a subject matter expert on contact center data and analytics, providing guidance and support to colleagues and stakeholders
- Develop and maintain relationships with key stakeholders, including business leaders, IT teams, and external partners
What You'll Need for Success
* Bachelor's degree in a quantitative field, such as mathematics, statistics, or computer science
- 3+ years of experience in data analysis, data science, or a related field
- Strong experience with data extraction, manipulation, and analysis using tools such as SQL, SAS, and Excel
- Experience working with large data sets and developing data visualizations using tools such as Tableau, Power BI, or D3.js
- Strong analytical and problem-solving skills, with the ability to communicate complex insights and recommendations to non-technical stakeholders
- Experience working in a fast-paced environment with multiple priorities and deadlines
- Strong collaboration and communication skills, with the ability to work effectively with cross-functional teams and stakeholders
Nice to Have
* Master's degree in a quantitative field
- Experience working with big data technologies such as Hadoop, Spark, or NoSQL databases
- Experience with programming languages such as Python, R, or SQL
- Experience with data visualization tools such as Power BI, Tableau, or D3.js
- Experience with data mining and machine learning techniques
- Experience working with cloud-based data platforms such as Amazon Web Services (AWS) or Microsoft Azure
What You'll Get
* Competitive salary and benefits package, including medical, dental, and vision insurance
- 401(k) program with employer matching
- Flexible work arrangements, including remote work options
- Opportunities for professional growth and development, including training and education programs
- Collaborative and dynamic work environment with a diverse and inclusive team
- Recognition and rewards for outstanding performance and contributions to the team
Join the arenaflex Team
At arenaflex, we are committed to creating a workplace that is inclusive, diverse, and supportive of all employees. We believe that our employees are our greatest asset, and we strive to provide a work environment that is engaging, challenging, and rewarding. If you are a motivated and talented professional who is passionate about data analysis and problem-solving, we invite you to join our team and contribute to our mission to provide exceptional customer experiences.
How to Apply
If you are interested in this exciting opportunity, please submit your application, including your resume and a cover letter, through our online application portal. We look forward to hearing from you! Apply Job!
Note:
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and supportive of all employees. Apply for this job