Experienced Senior Analyst for Contact Center Operations – Data Analysis and Strategic Planning – Remote Work Opportunity at arenaflex

Introduction to arenaflex Imagine a career where you can explore a world of possibilities, both at work and during your downtime. At arenaflex, we offer a unique opportunity to venture into new horizons, develop your expertise, and become the best version of yourself. As you embark on this new journey, you'll tackle challenges with flexibility and elegance, mastering new skills and propelling your career forward while having a great time. Take the leap and enhance both your personal and professional life! About the Role We are seeking a highly skilled Senior Analyst to join our Contact Center Planning, Reporting, and Operations team within the Client Division. As a key member of our team, you will be responsible for providing data and analytical support to one or more contact centers. This is an exceptional opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences. Key Responsibilities Support key initiatives for Contact Center Training through measurement and analysis of key performance metrics Perform complex quantitative analysis on a wide range of contact center disciplines to identify insights and support policy direction Produce standard reports and support high-value analysis focused on better understanding our customers and strategies to improve the overall contact center experience and bottom-line revenue Participate in the development of an overall analytics strategy for the organization and lead highly visible initiatives across multiple departments to support the strategy Act as the owner of at least one contact center data discipline, serving as the primary point of contact for data requests, metadata, and statistical analyses Serve as the liaison between Mosaic and the Contact Center Planning team, developing new data sources and administering updates to existing databases Collaborate with colleagues to help define KPIs and data sources for newly developed policies and products Requirements for Success To be successful in this role, you will need to possess the following essential qualifications: Minimum of 3 years of related work experience 3 years of experience in data extraction, manipulation, and analysis from social databases Experience with data extraction tools and techniques (SQL, SAS, Access, etc.) Experience using internal data warehouses (e.g., Mosaic) for data extraction, analysis, and reporting Bachelor's degree Preferred Qualifications In addition to the essential qualifications, we prefer candidates with the following: Graduate degree Experience developing solutions on a Big Data platform using tools like Hadoop, Impala, Kylo, and ZoomData Experience with Azure Databricks and SSMS an plus Experience in one or more of the following programming languages - SAS, Python, R, along with related development environments (e.g., R-Studio, JupyterHub, PyCharm, etc.) Certified Analytics Professional Skills and Competencies To excel in this role, you will need to possess the following skills and competencies: Strong project management skills, including experience managing projects across departments Proficient with Microsoft Office applications (MS Excel, Access, and PowerPoint); advanced knowledge of Microsoft Excel and Power BI is desirable Able to write SQL queries in at least one SQL dialect (e.g., MSSQL, MySQL, etc.) Advanced proficiency in problem-solving, including the ability to structure a suitable analytical framework reasonably Excellent leadership and collaboration skills with proven ability to work effectively in diverse environments What We Offer At arenaflex, we offer a comprehensive range of benefits, including: Medical benefits: On the first day, you'll have access to your health, dental, prescription, and vision benefits to help you stay well Wellness programs: We want you to be your best self - that's why our wellness programs provide you with the right tools, resources, and support you need 401(k) program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year Additional benefits: Other great benefits include our Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more Diversity and Inclusion at arenaflex From the colleagues we hire to the customers we serve, inclusion and diversity are the foundation of the unique workforce at arenaflex. Our 20+ Employee Business Resource Groups are focused on connecting our colleagues to our customers, suppliers, communities, and shareholders, helping colleagues reach their full potential and creating an inclusive workplace to address and exceed the challenges of our diverse world. Conclusion Are you ready to feel a tremendous sense of pride and fulfillment as you do your part to keep the largest airline in the world running smoothly? Join us at arenaflex and be yourself in a dynamic and inclusive environment. Apply now and take the first step towards an exciting new career! Apply Job! Apply for this job