Responsibilities 100% Remote Responsible for providing data analysis to recommend actions of a moderately complex nature to improve business processes to management. Gather, validate, and analyze data, to successfully manage internal performance reporting and messaging for Operations Analyze lost productivity within our BPO vendors and estimate budgetary impacts Compile and analyze interval call volume data and lost productivity risks and make short term schedule recommendations to create operational efficiencies Own agent performance scorecards, published monthly, to assist management with performance management Track overtime from a productive and budgetary perspective and forecast expected monthly expense and requirements Present weekly staffing changes and assist in determining staffing needs to meet operational goals Assist with labor requirement forecasting and make recommendations on the timing of staff additions based on historical behaviors Perform frequent ad hoc reporting on demand to assist Operations management with decision making Qualifications 3 years overall data analysis experience with proven experience in SQL, R, PowerBI, Looker or other data management/visualization tools. Bachelor’s degree in Mathematics, Economics, Computer Science, or similar field. Ability to mine data, compile and manipulate in multiple systems/programs and analyze results SQL (Snowflake) R Looker PowerBI Python Ability to create effective presentations for management. Excellent communication skills