Data Analyst II (Analytics Focus)

Upgrade•Phoenix, AZ

3h•$85,000 - $115,000•Hybrid

About The Position

We are seeking a Data Analyst II to join our growing Operations Analytics team. This key role will leverage both quantitative and qualitative skills to increase the organizational value of the Phoenix Service Center by influencing insight-driven decision making (Analysis), ensuring improved performance measurement (Visualization) and identifying solutions to help optimize operations (Prediction). As you build relationships across the operation, you will be instrumental in exploring and modeling data in order to identify new opportunities for efficiency and improvement, then visualizing critical insights to improve decision making. Partnering with the operational leaders to create and design/develop performance measurement KPIs and build out the associated dashboards will also be key to gaining momentum within this role. You will work in areas like capacity planning, workload forecasting, workforce analytics, business impact analytics, call center analytics and customer experience analytics. To be successful in this role you must be detail-oriented, creative, innovative, consultative, willing to learn and grow and enjoy a fast-paced, challenging environment. You will benefit from having a talent for “telling the story” with data, keeping the user experience in mind, as well as exposure to data/statistical modeling, relational database utilization and data wrangling techniques. This is a hybrid position based in our Phoenix office, with an expectation of working on-site three days per week Tuesday-Thursday.

Requirements

Bachelor's degree in data analytics, mathematics, statistics, computer science, economics or a related quantitative 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
Working knowledge of data modeling and database concepts, with the ability to structure and query data effectively for analysis
Experience applying statistical techniques and simulations to business problems, such as regression, hypothesis testing, A/B testing, Monte Carlo simulation, or time series forecasting
Strong storytelling and data communication skills, with the ability to translate complex quantitative analysis into simple, compelling narratives for non-technical audiences
Strong proficiency with Tableau or related data visualization tools (PowerBI, Superset, etc.)
Strong problem-solving, analytical, and communication skills, including active listening and presentation
Proficiency in Excel or Google Sheets for ad hoc analysis

Nice To Haves

Experience in financial services is preferred
Proficiency in Python (pandas, statsmodels, or scikit-learn) for statistical analysis preferred
Experience with Contact Center Analytics and A/B testing/experimentation frameworks is a plus

Responsibilities

Consult with internal operations leaders to identify problems or opportunities that can leverage data and analytics, building trusted stakeholder relationships and bringing curiosity to uncover the real business problem worth solving
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 then create data models to identify trends and key drivers that inform important decisions across the business
Apply statistical, simulation, and forecasting methods, including hypothesis testing, regression, A/B testing, Monte Carlo simulation, and time series forecasting, to quantify the impact of operational and business decisions and anticipate future outcomes
Translate analytical findings into clear recommendations, using visualizations and presentations to communicate insights and drive stakeholder decisions
Use data storytelling techniques to simplify complex findings into narratives that resonate with non-technical stakeholders and drive action
Manage multiple analytics projects with accuracy and attention to detail, prioritizing tasks to meet deadlines
Translate ambiguous business questions into structured, testable analytical approaches that meet stakeholder requirements and support broader use-case goals
Drive best practices to improve the quality and effectiveness of our analytics function across capacity planning, workforce analytics, and customer/call center analytics
Partner with operations leaders to define business KPIs and analytical frameworks that inform dashboards and simplify decision making
Stay up-to-date with industry trends and emerging technologies, and seek out opportunities to develop new skills