Call Center Data Analyst

Antech Diagnostics•Loveland, CO

1d•$56,320 - $76,800

About The Position

We understand that the world we want tomorrow starts with how we do business today, and that’s why we’re inspired to make A Better World for Pets. Antech is comprised of a diverse team of individuals who are committed to each other’s growth and development. Our culture is centered on our guiding philosophy, The Five Principles: Quality, Responsibility, Mutuality, Efficiency and Freedom. Today Antech is driving the future of pet health as part of Mars Science & Diagnostics , a family-owned company focused on veterinary care. Current Associates will need to apply through the internal career site. Please log into Workday and click on Menu or View All Apps, select the Jobs Hub app, then click the magnifying glass to Browse Jobs. The Target Pay Range for this position is as follows: Loveland, Colorado: $56,320-$70,400 annually Lake Success, NY: $61,440- $76,800 annually At Antech, pay decisions are determined using factors such as relevant job-related skills, experience, education, training and budget. Job Purpose/Overview The Call Center Data Analyst delivers on the Antech Customer Service Vision of unwavering commitment to empathetic and caring veterinary diagnostic support via the Support Enablement Team. The Call Center Data Analyst will be responsible for collecting, analyzing, and reporting on a wide range of business critical Call Center performance metrics to support operational excellence and strategic decision-making. This role will focus on delivering actionable insights into business performance, agent productivity, quality assurance, workforce management, and customer experience. The analyst will work extensively with data sources such as Nice CXOne, Salesforce, and other reporting tools to ensure accurate, timely, and meaningful reporting for stakeholders across the organization.

Requirements

Bachelor’s degree in data science, Business Analytics, Statistics, or a related field (master’s degree preferred).
7-10+ years of experience in data analytics, ideally within a call center environment.
Proven experience operating effectively as a sole data analyst, or managing small analytics or reporting team, ideally in healthcare, laboratory, or operations-focused environment.
Proficiency in SQL, Excel, and data visualization best practices.
Proven experience designing and managing workflows and data pipelines.
Expertise in business intelligence tools such as Power BI, Tableau, or similar platforms.
Excellent communication skills with the ability to present technical findings to non-technical stakeholders.
Demonstrated ability to think critically and creatively bringing innovative solutions to complex operational and data challenges
Comfortable working independently and managing multiple priorities in a fast-paced setting.

Nice To Haves

Strong knowledge of laboratory operations, test coding (e.g., LOINC) is preferred

Responsibilities

Collect, organize, and analyze data related to Call Center Operations, including, but not limited to, workflow, resource utilization, performance and financial metrics.
Collaborate with leaders in a ‘user centric’ approach to tool and report building that ensures requirements are aligned and outputs are optimized.
Own the end-to-end data lifecycle for Call Center Operations.
Build and maintain ETL processes to extract, transform, and load data from Nice CXOne, Salesforce, and various vendor sources.
Ensure data cleanliness, consistency, and accuracy across systems.
Develop and maintain business intelligence dashboards (e.g., Power BI) and recurring reports to support operational and financial monitoring.
Conduct in-depth analysis to uncover trends, variances, and actionable insights.
Track and present key performance indicators (KPIs) such as speed of answer times, average handle times, service levels, call volume trends, a and other associated call center metrics.
Serve as the primary data partner for call center leadership, translating complex data into clear, impactful insights that support operational excellence.
Work with management to assess, intake, prioritize, plan and execute data projects.
Collaborate with Mars Petcare and Science and Diagnostics division data teams to ensure alignment with corporate data governance policies, data architecture standards, and business intelligence strategies.
Always represent Antech professionally.
May be asked to participate in enterprise initiatives, special projects, and other duties as assigned.

Benefits

Antech offers an industry competitive benefits package and continues to invest in and evolve benefits programs that meet the health, wellness and financial needs of our associates.
All Full-time associates are eligible for the following benefits and more:
Paid Time Off & Holidays
Medical, Dental, Vision (Multiple Plans Available)
Basic Life (Company Paid) & Supplemental Life
Short and Long Term Disability (Company Paid)
Flexible Spending Accounts/Health Savings Accounts
Paid Parental Leave
401(k) with company match
Tuition/Continuing Education Reimbursement
Life Assistance Program
Pet Care Discounts