Business Data Analyst

Our Customer’s mission is to give people the power to build community and bring the world closer together. Through their family of apps and services, they are building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together.

Our customer is seeking a contract Business Data Analyst to help support their business needs. This role is 100% remote.

The ideal candidate will be as comfortable working with data and logic as well as having a client centric lens providing the business with focused insights on client experience and journey. You will require a high level of empathy for small business owners, understanding of sales structure and a keen eye for identifying process and workflow improvement opportunities. Success in this position requires strong critical-thinking and problem-solving skills; attention to detail; the ability to thrive in a dynamic and changing environment; and a passion for helping others achieve results. You will be able to demonstrate high levels of enthusiasm, motivation and dedication and an ability to manage communication and relations with multiple stakeholders both internal and external, including teams from Sales, Quality Assurance, Training and the outsourcing partners.

This position will be based in the United States and will be supporting initiatives across the Americas, APAC and EMEA.


Responsibilities:

• Understand data and deliver holistic insights utilizing operational data such as: AHT; pitch-rates and action-rates (revenue);
• Understand how to map these signals to Voice of the Customer data and Quality Assurance data to identify, through root-cause analysis, the agent behavioral levers driving operational performance across multiple programs, regions markets and verticals.
• Leverage and unify multiple customer listening posts (surveys, customer verbatim, focus groups, social media, etc.) to create a more reliable and sensitive customer feedback signal.
• Develop and assess customer experience through direct contact interactions and trend analysis, ensuring strong reporting capability on contact center agent performance, understanding and communicating the narrative to internal and external stakeholders through a robust set of metrics, data visualization and presentation.
• Coordinate with outsourced vendor partners (as required) to share insights, identify focus areas, and agree on actions.
• Create specific recommendations and action plans to drive product, people and process improvement strategy across multiple customer touchpoints and work with cross-functional partners to identify and implement optimal solutions.
• Create detailed project plans and clear communication strategies to drive effective change.

Qualifications:

• 4+ years of relevant experience in business operations, sales excellence, process redesign, a consulting role, quality assurance or customer experience.
• Experience with SQL, Tableau, Data Analysis & Visualization tools.
• Strong operational background and project management skills with experience running strategic projects with cross-functional teams.
• Fluency in English, both oral and written
• Excellent business acumen, passion for solving problems, and strong analytical skills.

Preferred Qualifications:

• Self-motivated, entrepreneurial, and dealing with ambiguity.
• A love for change and an ability to ruthless prioritize in a fast-paced environment
• Strong desire to collaborate, share, drive best practices cross-functionally and globally.
• Innovative and creative in finding solutions/ designing improved methods, systems and processes.
• Attention to detail and ability to deep dive, identify root causes of variances; further execute solutions once identified.

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Perks are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements)

• Health Benefits: Medical, Dental, Vision, 401k, FSA, Commuter Benefits Program
• Accrued PTO: Up to 15 days per 12 months on assignment
• New Child Benefit: Up to $4,000 for the birth or adoption of a child while on assignment (conditions apply)

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.