Data Analyst

New American Funding

9d•$90,000•Hybrid

About The Position

New American Funding’s Analytics team is seeking a Data Analyst II to help shape how we understand and improve Contact Center performance. This role is ideal for an analyst who enjoys building high-quality reporting, owning analytics products end-to-end, and using data to influence real business outcomes. You will focus primarily on communication performance, while also supporting broader operational insights such as handle time, staffing efficiency, and agent productivity. You’ll start by owning core customer service reporting and expand into higher-impact, cross-functional analytics as you build context and trust with stakeholders. If you take pride in thoughtful dashboards and analytics that change decisions—this role offers visibility, ownership, and room to grow.

Requirements

Advanced proficiency in SQL and Power BI
Strong analytical skillset with the ability to independently deliver end-to-end analytics solutions
Solid understanding of call center or customer service operations and performance metrics
Ability to communicate insights clearly and confidently to both technical and non-technical audiences
High attention to detail and a strong commitment to data quality and analytical rigor
Collaborative, curious mindset with a desire to deeply understand the business
Bachelor’s degree in Business, Statistics, Computer Science, Mathematics, or a related field.

Nice To Haves

Experience analyzing conversion or funnel performance
Exposure to the mortgage or financial services industry
Experience using Python for data analysis or automation
Experience with Genesys Cloud Data

Responsibilities

Own the design, development, and ongoing maintenance of multiple Power BI dashboards supporting Contact Center
Build automated, scalable reporting using SQL and Power BI with a strong emphasis on data accuracy, UI, and usability
Analyze communication-focused metrics, including funnel performance, handle time, staffing efficiency, and agent productivity
Partner closely with Contact Center leaders to understand business questions and translate them into clear, actionable insights
Present findings and recommendations to stakeholders, including executive audiences
Begin with core customer service reporting and progressively take on larger, higher-impact analytics initiatives
Continuously explore data to identify trends, opportunities, and performance drivers
Perform other related duties as assigned