Data Analyst (Customer Service Contact Center)

Dow Jones•Princeton, TX

2d•$61,152 - $80,000•Hybrid

About The Position

The Data Analyst develops and provides reporting and relevant management information for all areas of the business. The role includes producing static and scheduled reports; analyzing, evaluating, and documenting business requirements for new and existing reports and processes; and identifying opportunities to challenge and improve existing systems and processes. The analyst supports the Manager, Data Analytics and other stakeholders, delivering reports and analysis within agreed service levels and helping stakeholders understand and apply performance statistics. The position designs, develops, maintains, and quality-checks management information and business intelligence for internal stakeholders. It monitors performance against internal and external service-level agreements, supports quality management information, contributes to the design and implementation of operational management information systems, and prepares service delivery review materials and presentations for departmental managers. The analyst also supports projects by providing reports and analysis to measure the success of new initiatives. The role is based in the New Jersey office and may require visits to contact centers. It involves some weekend oversight and unscheduled incident and crisis management. The job description names both the Senior Manager, Data Analytics and the Manager, Customer Experience Insights as reporting managers.

Requirements

1–2 years of customer service experience and/or experience with large data sets.
Advanced knowledge of MS Excel, including proficiency in PivotTables, Macros, and Charts.
Proficiency with Google collaboration tools, including Drive, Docs, Sheets, Slides, and Forms.
Knowledge of Microsoft Access and Word.
Intermediate VBA programming skills.
Knowledge of SQL and basic proficiency using it for data analysis.
Basic knowledge of data visualization tools such as Google Looker Studio and Tableau.
Intermediate statistical analysis skills.
Familiarity with digital experience trends and metrics.
Familiarity with AWS and BigQuery.
Familiarity with Python and R for data analysis.
Willingness to travel, including potential visits to each contact center.
Ability to participate in weekend oversight and unscheduled incident and crisis management.

Responsibilities

Develop and provide static and scheduled reporting and relevant management information across the business.
Analyze, evaluate, and document business requirements for new and existing reports and processes, and challenge and improve current systems and processes.
Support the Manager, Data Analytics in delivering key responsibilities.
Deliver reports and analysis within agreed Service Level Agreements.
Help stakeholders understand and apply performance statistics.
Highlight trends to management.
Design and develop accurate and appropriate management information and business intelligence for internal stakeholders.
Update and maintain relevant working tools and materials.
Perform quality-control and accuracy checks and audits.
Monitor and report on performance against internal and external Service Level Agreements.
Maintain management information systems and contribute to the design and implementation of operational management information systems.
Support Quality Management Information.
Develop Service Delivery Review packs.
Design, research, and build presentations for departmental managers to use with the wider business.
Provide reports and analysis for projects to measure the success of new initiatives.
Undertake some weekend oversight and respond to unscheduled incidents and crises.
Travel to contact centers as required.