This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Lead Data Analyst (Contact Center Operations) based in United States.
This role sits at the intersection of analytics, operations, and customer experience, turning complex contact center data into clear, actionable insights. You will help shape how service networks perform by identifying trends in demand, capacity, and service quality across large-scale operations. The position plays a key role in improving efficiency, reducing friction, and enhancing both customer and provider experiences. You will work closely with operations leaders, engineering, and external partners to influence strategic decisions through data. This is a high-impact role where your analysis directly informs network strategy and operational improvements. You will also contribute to experimentation, dashboarding, and advanced modeling in a fast-paced, data-driven environment.
Accountabilities:
- Lead advanced analytics initiatives to evaluate contact center and network performance, uncover inefficiencies, and deliver actionable recommendations that improve operational outcomes and service quality.
- Build and maintain dashboards and reporting systems that track real-time and historical performance metrics across key operational areas.
- Analyze service provider, customer, and stakeholder feedback to identify trends, root causes, and opportunities for improving satisfaction and engagement.
- Develop capacity models and forecasting approaches to assess supply-demand balance and recommend improvements in staffing, recruiting, and retention strategies.
- Design and support experiments, pilots, and process changes, ensuring results are clearly communicated to leadership and stakeholders.
- Serve as a subject matter expert in data analysis methodologies, ensuring consistency, accuracy, and best practices across reporting and insights generation.
Requirements:
- Bachelor’s degree in a quantitative or analytical field such as Computer Science, Engineering, Mathematics, Statistics, or related discipline, or equivalent experience.
- 5+ years of experience in data analytics or business analytics, preferably in operations, contact centers, or large-scale service environments.
- Strong proficiency in SQL and experience working with relational databases to extract, validate, and manipulate complex datasets.
- Experience with BI tools, CRM platforms, and data visualization systems such as Google Workspace or similar ecosystems.
- Demonstrated ability to translate complex data into clear insights and communicate effectively with both technical and non-technical stakeholders.
- Strong analytical thinking, attention to detail, and problem-solving skills with a focus on operational impact and continuous improvement.
- Proven ability to manage multiple projects simultaneously in a fast-moving, high-growth environment.
Benefits:
- Competitive base salary with performance-based bonus opportunities
- Comprehensive healthcare coverage including medical, dental, and vision insurance
- 401(k) retirement plan with company match
- Flexible work arrangements and paid time off, including holidays and sick leave
- Parental support benefits and family-focused programs
- Professional development support and training opportunities
- Employee assistance programs covering mental health, financial, and legal support
- Additional perks such as equipment support and wellness initiatives