Senior Data Analyst - Customer Care Operations

📋 Description

• Analyze large, complex datasets to identify trends and opportunities for improvement.
• Develop predictive models to forecast customer behavior and operations.
• Collaborate with Workforce Management, QA, and Training to translate challenges into analytics
• Design and enhance dashboards and reports using Tableau/Power BI or similar tools.
• Present findings to senior stakeholders and connect insights to business priorities.

🎯 Requirements

• 5+ years in data analysis, statistical modeling, and data visualization.
• Bachelor’s in Statistics, Mathematics, CS, Economics, or related field.
• Proficiency in SQL, Python, or R for data manipulation.
• Advanced skills in Tableau, Power BI, Excel, and Google Workspace.
• Experience with Generative AI tools and LLMs; knowledge of NLP/text analytics a plus.
• Contact center analytics experience and familiarity with CS KPIs; Salesforce Service Cloud

🎁 Benefits

• Competitive base salary range of $100,000 - $125,000, plus bonus opportunities.
• Annual bonus program and potential KPI-based bonuses.
• Comprehensive healthcare coverage (employee only).
• 401(k) matching up to 3.5%.
• Employee stock ownership plan (ESOP).
• Paid sick and mental health days, EAP, and wellness resources.