Contact Center Analytics Manager

Summary

Join Experian as a Manager of Contact Center Analytics and lead a team of data engineers, providing comprehensive reporting and analytics to support Experian's customer service. You will be responsible for expanding our BI platform, performing advanced data manipulation using SQL, and developing AWS Redshift and AWS Glue solutions using Python. This role requires a Bachelor's degree in a related field, 3+ years of experience in a similar role, and proficiency in SQL, AWS Redshift, AWS Glue, and Python. Experian offers a great compensation package, core benefits, a flexible work environment, and flexible time off.

Requirements

• Have a Bachelor's degree in Computer Science, Data Science, or a related field
• 3+ years of experience in a similar role, with a focus on data analytics and business intelligence
• Proficiency in SQL for data manipulation and analysis
• Experience with AWS Redshift, AWS Glue, and Python programming
• Knowledge of CI/CD pipelines and GitHub for version control
• Manage and mentor a small team while remaining hands-on with development tasks
• Experience in contact center analytics and reporting

Responsibilities

• Manage a team of data engineers, providing guidance while contributing hands-on to development efforts
• Lead the creation and maintenance of analytics across multiple contact center operational teams supporting multiple business units
• Expand and enhance our Google Looker BI platform to meet evolving needs
• Perform advanced data manipulation and analysis using complex, custom-stored procedures, views, and queries
• SQL development skills are required within Redshift and/or PostgreSQL
• Develop and support AWS Redshift and AWS Glue solutions using Python
• Collaborate with team members and the product team to understand reporting requirements and deliver applicable insights
• Ensure data accuracy, integrity, and security in all analytics processes
• Continuously identify opportunities for process improvements and automation

Benefits

• Great compensation package and bonus plan
• Core benefits including full medical, dental, vision, and matching 401K
• Flexible work environment, ability to work remotely, hybrid, or in-office
• Flexible time off, including volunteer time off, vacation, sick, and 12-paid holidays