Data Analyst

Detail-oriented contact center analyst with strong experience in contact center metrics, advanced Excel reporting, and data visualization. Skilled in preparing and presenting weekly, monthly, and quarterly insights for leadership, building Power BI dashboards from centralized data sources, and working confidently with messy datasets. Strong communicator with a solid analytical mindset and basic SQL knowledge.

Responsibilities:

• Experience working in a contact center and has an understanding of common contact center metrics (WFM, queue level, and agent level metrics)
• High comfort level working in MS Excel and spreadsheets, with experience building pivot tables, and writing formulas (vlookup, index, etc).
• Prepares and maintain weekly, monthly, and quarterly reports, and is able to visualize data so its easy to understand by upper management
• Knowledge of data visualization with preferred experience working in PowerBI to build easy to read da...