Conduct analysis to drive valuable business insights, using internal analytics tools, ie SQL to access and manipulate from disparate data sources
Analyze user behavior to identify patterns, uncover opportunities and create a common understanding how people are interacting with our reporting content
Ideate and develop new metrics and analytical approaches, measuring performance for both tactical and strategic decision-making for contact centers
lead projects and requests from end-to-end, defining business needs, developing strategies, and solutions that empower internal teams operate efficiently
spearhead ongoing efforts to better understand sub growth and identify future opportunities through analysis and reporting
Qualifications, Knowledge, & Skills
Degree in Computer Science, Mathematics, Statistics, Industrial Engineering, Operations Research or MS in Business Analytics or 2 years industry experience in a related field
2+ years experience with any of the following programming languages: R, Python, SAS or similar scripting languages.
2+ years experience with predictive and forecasting techniques and tools including time-series analysis (Autocorrelation plots, ARIMA / ARIMAX, Vector Auto Regressions, Recurrent Neural Networks), machine learning model development (grid searching, cross validation, parameter tuning & optimization), and appropriate model evaluation (ROC analysis, confusion-matrices, error rate logging)
2+ years of relevant work experience in analytics and/or business intelligence or related field
Strong analytical skills with a proficient ability to read/write complex SQL queries for data analysis
Experience with data visualization tools (Tableau, Powerbi, etc.) and strong storytelling skills for technical and non-technical audiences
MS office tools ie Word, excel, PowerPoint, Access
Strong and effective communication, presentation and written skills and ability to work in global environment
Experience collecting internal customer feedback and requests, empathizing with their challenges and opportunities
Collaborative, self-motivated with a desire to lead strategic problem solving, execution and ownership
Understanding of data warehousing concepts, relationship entity diagrams and relational databases
