Data Analyst II

Upgrade is seeking a new team member to join their Operations Analytics team. This role will involve leveraging quantitative and qualitative skills to improve the value of the Phoenix Service Center through data analysis, visualization, and prediction. The successful candidate will work closely with internal operations leaders to identify opportunities for efficiency and improvement, analyze large data sets, create data models, and communicate findings to stakeholders. They will also be responsible for driving best practices and developing business KPIs and dashboards. A bachelor's degree in data analytics or a related field, along with experience in data analysis and visualization, is required.

• Consult with internal operations leaders to identify problems or opportunities that can leverage data and analytics to identify solutions
• Collect, analyze and interpret large data sets from various sources to answer high-impact business questions and identify patterns, trends, and insights
• Perform in-depth analyses and create data models to identify trends and key drivers that inform important decisions across the business
• Create professional visualizations and presentations to communicate findings and complex information to stakeholders in a concise and effective manner
• Manage multiple projects, prioritize tasks, meet deadlines and drive successful completion of analytics work while maintaining a high level of accuracy
• Ask probing questions to develop data solutions that meet stakeholders' requirements and support the goals for the use case
• Drive best practices to improve the overall quality of analytics practices and effectiveness of insights integration in various areas such as capacity planning, workload forecasting, workforce analytics, business impact analytics, call center analytics, and customer analytics
• Partner with operations leaders to develop and support the roll-out of business KPIs and associated Tableau dashboards for simplified decision making and operational success
• Pay attention to small details, identify errors, and maintain high levels of accuracy when working with data
• Stay up-to-date with industry trends and emerging technologies, and seek out opportunities to develop new skills
• Conduct data analysis and visualization, including business requirements gathering
• Utilize advanced knowledge of SQL and data query/mining techniques
• Apply advanced knowledge of data modeling, database management, and data warehousing
• Demonstrate strong proficiency with Tableau or related data visualization tools (PowerBI, Qlik, etc.)
• Utilize strong problem-solving and analytical skills
• Demonstrate strong communication, active listening, and presentation skills
• Work independently and as part of a team
• Utilize strong proficiency in MS Excel & PowerPoint and/or Google Sheets & Slides
• Preferred experience in financial services
• Nice to have experience with Contact Center Analytics and Python
• Competitive salary and stock option plan
• 100% paid coverage of medical, dental, and vision insurance
• Flexible PTO
• Opportunities for professional growth and development
• Paid parental leave
• Health & wellness initiatives

• Bachelor's degree in data analytics, mathematics, statistics, computer science or related field or equivalent experience
• Minimum 3+ years proven experience in data analysis and visualization, including business requirements gathering
• Advanced knowledge of SQL and data query/mining techniques
• Advanced knowledge of data modeling, database management and data warehousing
• Strong proficiency with Tableau or related data visualization tools (PowerBI, Qlik, etc.)
• Strong problem-solving and analytical skills
• Strong communication, active listening and presentation skills
• Ability to work independently and as part of a team
• Strong proficiency in MS Excel & PowerPoint and/or Google Sheets & Slides
• Experience in financial services is preferred
• Experience with Contact Center Analytics is a plus
• Experience with Python is a plus

• Competitive salary and stock option plan
• 100% paid coverage of medical, dental, and vision insurance
• Flexible PTO
• Opportunities for professional growth and development
• Paid parental leave
• Health & wellness initiatives