Data Analyst (Customer Service Contact Center)

Dow Jones & Company•Princeton, FL

1d•Onsite

About The Position

The Data Analyst supports the Dow Jones Customer Service team by developing and delivering reporting, analysis, and relevant management information across the business. The role includes producing static and scheduled reports, evaluating and documenting business requirements for new and existing reports and processes, and identifying opportunities to improve current systems and processes. The position supports the Manager, Data Analytics and stakeholders, delivering reports within agreed service-level agreements and helping teams understand performance statistics and trends. The role also contributes to the design and implementation of operational management information systems, quality management information, and business intelligence. It involves maintaining tools and materials, conducting quality and accuracy checks, monitoring performance against service-level agreements, and presenting insights and storytelling through multiple mediums. The analyst researches and builds presentations for departmental managers and provides reporting and analysis to assess the success of new initiatives. The position is based in New Jersey, with possible visits to contact centers and some weekend oversight and unscheduled incident or crisis management.

Requirements

1–2 years of customer service experience and/or experience with large data sets.
Advanced knowledge of MS Excel, including PivotTables, Macros, and Charts.
Proficiency with Google collaboration tools, including Drive, Docs, Sheets, Slides, and Forms.
Intermediate VBA programming skills.
Knowledge of SQL and basic proficiency in its use and function in data analysis.
Willingness to travel, as the role may require visits to contact centers.
Ability to provide some weekend oversight and participate in unscheduled incident and crisis management.
Basic knowledge of data visualization tools such as Tableau.
Basic statistical analysis skills.

Nice To Haves

Familiarity with digital experience trends and metrics.
Familiarity with Snowflake.
Intermediate statistical analysis skills.
Familiarity with using Python and R for data analysis.

Responsibilities

Develop and provide reporting and relevant management information to all areas of the business, including static and scheduled reporting.
Analyze, evaluate, and document business requirements for new and existing reports and processes.
Challenge and improve systems and processes currently in place.
Support the Manager, Data Analytics in delivering key responsibilities.
Deliver reports and analysis within agreed service-level agreements.
Support stakeholders in understanding and applying performance statistics.
Highlight trends to management.
Design and develop accurate, 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 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.
Deliver insights and storytelling across multiple mediums.
Design, research, and build presentations for departmental managers to share with the wider business.
Support projects with reports and analysis to measure the success of new initiatives.