Operations Business Data Analyst

Works as part of a high-performing team supporting the contact center 

Embraces our corporate mission and culture while fostering an environment that empowers our teams to passionately represent our customers. Supports and actively contributes to organization and department initiatives. Collaborating with stakeholders and business leaders to identify problems, needs, and opportunities 

Data Collection & Management: Gather, clean, and manage large sets of data from multiple sources (internal databases, spreadsheets, third-party applications). Data Analysis: Analyze business data to identify trends, patterns, and correlations that support business decisions. 

Reporting & Visualization: Create clear and concise reports, dashboards, and visualizations to present data insights to stakeholders. 

Stakeholder Collaboration: Work closely with cross-functional teams (e.g. Risks & Compliance, Finance, Operations) to understand business needs and provide data-driven solutions. 

Performance Metrics: Develop and track key performance indicators (KPIs) to measure and optimize business operations. 

Forecasting & Modelling: Build predictive models and perform forecasting to guide future business strategies. 

Process Improvement: Suggest improvements to business processes and systems based on data findings to drive operational efficiency. 

Documentation: Maintain accurate documentation of data analysis methods, assumptions, and processes to ensure consistency and transparency. 

Prepares and assists with operational performance reporting for monthly business unit key management meetings. Maintains and contributes to business unit dashboard reports and other standard management information, ensuring data integrity in compilation of reports. 

Gather information from various areas within the LOB to assist in developing strategic plans which may include employment and equipment costs to develop financial forecasts. 

Creating reports and visualizations to communicate data results to stakeholders and decision-makers 

Perform miscellaneous job duties as assigned by management.

Bachelor’s degree in Business, Data Science, Mathematics, Economics, or a related field.

2 Years Relevant Experience

Ability to combine technical knowledge with customer expectations to ensure best in class service is delivered to our customers

Strong proficiency in data analysis tools and software (e.g. Excel, Sheets,Tableau) and the ability to learn new systems rapidly

Solid understanding of data visualization and reporting tools.

Strong analytical, problem-solving, and critical-thinking skills.

Excellent communication skills, both written and verbal, with the ability to present complex data to non-technical stakeholders.

Knowledge of statistical methods and modeling techniques is a plus. 

Distinguished interpersonal skills and tenacity to build rapport and strong 

relationships with both business and difficult conversations. 

Responsive, flexible, and open to process changes with aptitude to receive clear feedback 

Excellent written, verbal, and active listening skills 

Stellar time and attendance track record 

Responsive, flexible, and open to processing changes

Bi-lingual Spanish/French a plus