Contact Center Data Analyst

Suncoast Credit Union•Tampa, FL

16h•Hybrid

About The Position

The Contact Center Data Analyst plays a pivotal role in advancing operational excellence through data-driven insights, process optimization, and technology enablement. This position collaborates closely with Workforce Management (WFM), Contact Center leadership, and cross-functional teams to uncover opportunities for automation, streamline operations, and elevate the member experience. The Contact Center Data Analyst combines strong analytical capabilities with a strategic mindset to influence staffing strategies, guide technology investments, and refine business processes.

Requirements

Bachelor’s degree in business, finance, economics, or other data science discipline, graduate degree preferred (A comparable combination of work experience and training may be substituted for education requirements.)
Minimum of 2 years of experience in data analysis
Minimum of 2 years in the financial services industry
Working knowledge of Workforce Management and Contact Center Communication concepts and applications (Verint and Genesys preferred)
Experience writing complex queries, views, and stored procedures to extract data
Able to troubleshoot and analyze tables to establish knowledge of data for accurate retrieval and use in report writing
Must have working knowledge and experience with data analysis, statistical modeling, and regression analysis, preferably in a contact center space
Advanced knowledge of Microsoft Power BI: Capable of building dashboards, data models, and interactive reports for business insights
Power User of Microsoft Excel: Expert in data analysis, pivot tables, VLOOKUP, conditional formatting, advanced formulas, and Power Queries
Basic understanding and ability to build proficiency in Visual Studio, Microsoft SQL Server 2012, SQL Server Reporting/ Report Builder, SQL Server Integration Service, and Microsoft SharePoint

Nice To Haves

Graduate degree preferred

Responsibilities

Collaborate with WFM, Contact Center leadership, and cross-functional teams (Data Analytics, Technology, Finance, Member Experience) to identify opportunities for automation, process improvement, and data-driven solutions
Define, manage, and implement Data Governance standards to ensure accuracy, consistency, and trust in all reporting and analytics
Develop and build a centralized analytics function that integrates data from multiple systems to deliver insights into member behavior, contact drivers, and operational outcomes
Design, maintain, and deliver dashboards, scorecards, and reporting tools that enhance decision-making by highlighting trends, risks, and opportunities for action, with a strong emphasis on driving user adoption
Translate analytics into clear, actionable recommendations that guide staffing strategies, technology investments, and process improvements
Support forecasting, scheduling, and capacity planning through data collection, analysis, and reporting
Leverage AI and automation to enhance forecasting, scheduling, and real-time decision-making while reducing manual intervention
Continuously optimize workforce and analytics platforms, ensuring tools are configured, integrated, and fully utilized
Contribute to application strategy and product roadmaps for Contact Center operations
Partner with Data Analytics and IT teams to ensure integration of WFM systems and data sources
Evaluate and implement emerging technologies that strengthen workforce efficiency, predictive insights, and reporting automation
Gather, document, and validate business requirements for WFM-related projects and technology solutions
Provide project support, including scope definition, documentation, and testing for MCC initiatives