GLT Data Analyst

Unleashed Brands • Bedford, TX

12d • Onsite

About The Position

The Data Analyst supports GLT’s multi-brand contact center by building dashboards, analyzing performance data, and ensuring data accuracy across Five9, Salesforce, AI tools, and BI platforms. This role provides the insights that drive decisions around staffing, performance, revenue, and customer experience. You will be responsible for closing reporting gaps, standardizing cross-brand analytics, and helping GLT become a metrics-driven organization.

Requirements

• 3–5 years experience in data analytics (contact center preferred)
• Experience building dashboards and KPI models
• Power BI required; SQL preferred
• Strong Excel skills (pivot tables, modeling, complex formulas)
• Familiarity with Five9 or other CCaaS systems
• Understanding of contact center KPIs
• Strong analytical and problem-solving skills
• Ability to simplify complex data for non-technical audiences
• Proactive curiosity toward system and process improvements
• Attention to data accuracy and integrity
• Excellent communication skills

Responsibilities

• Build and maintain dashboards in Power BI (or similar tools)
• Provide daily, weekly, and monthly KPI reporting across all brands
• Ensure data integrity and alignment across systems
• Analyze trends in conversion, abandon, AHT, QA, SLAs, and revenue
• Identify root causes and performance gaps with actionable recommendations
• Support the Program Manager and Supervisors with drill-down insights
• Optimize Five9 reporting structure and troubleshoot data issues
• Monitor call routing, skill assignments, and service-level impacts
• Partner with IT and vendors to resolve system-level reporting gaps
• Partner with Workforce Management to align volume trends with staffing models
• Provide predictive analytics to support new brand onboarding and promotions

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed