Call Center Data Analyst

Antech-posted 2 months ago
$56,320 - $70,400/Yr
Mid Level
Loveland, CO
1,001-5,000 employees
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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.

  • Collect, organize, and analyze data related to Call Center Operations, including 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, 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.
  • 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.
  • Strong knowledge of laboratory operations, test coding (e.g., LOINC) is preferred.
  • 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
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