Data Analyst

Summary

Join BambooHR's team as a remote Data Analyst to transform contact center operations using data-driven insights. Partner with the engineering team to design and build data pipelines and performance management tools. Leverage analytical expertise to deliver actionable insights impacting contact center teams. Conduct in-depth analysis to identify trends and opportunities, creating exceptional performance management tools and insights. Collaborate cross-functionally and independently in a supportive environment focused on operational excellence. Contribute to continuous improvement using data-driven strategies to enhance performance and efficiency.

Requirements

• You have 3-5 years of experience as a Data Analyst, specifically focused on Workforce Management (WFM) or contact center operations
• Your technical toolkit includes extensive experience with SQL and data warehousing concepts, with proficiency in tools like Databricks, Looker (SQL Runner), or similar SQL environments
• You have proven experience building dashboards and reports using Business Intelligence (BI) tools such as Tableau, Looker Studio, or similar platforms
• You demonstrate advanced proficiency with spreadsheet tools like Google Sheets or Microsoft Excel, including complex formulas, pivot tables, and data visualization
• You have a strong understanding of contact center metrics, KPIs, and operational processes
• You have experience partnering with Data Engineering teams to design and implement new data pipelines
• You possess excellent analytical, problem-solving, and critical thinking skills
• You have exceptional communication and interpersonal skills with the ability to collaborate effectively with both technical and non-technical stakeholders
• You're able to work independently and manage multiple priorities in a fast-paced environment
• You demonstrate strong attention to detail and the ability to translate complex data concepts into clear, actionable insights

Responsibilities

• Analyze contact center data to uncover trends, improvement opportunities, and operational challenges
• Build and maintain comprehensive performance management tools, scorecards, and dashboards that provide clear visibility into key contact center metrics
• Design and implement methodologies to measure and enhance operational efficiency within the contact center
• Partner closely with operations leaders and business stakeholders to understand data needs, gather requirements, and deliver tailored solutions
• Translate complex data into clear, concise, and actionable insights for various audiences, including senior leadership
• Identify opportunities to automate data processes and optimize reporting to improve efficiency and reduce manual effort
• Collaborate with the engineering team to design, develop, and implement scalable data pipelines for contact center data
• Ensure data accuracy, integrity, and accessibility across all data solutions and reporting tools
• Work independently while managing multiple priorities in a fast-paced environment
• Stay current on contact center best practices and emerging data analytics trends to maximize value for stakeholders
• Engage in continuous improvement activities, utilizing data-driven strategies to enhance operational performance and efficiency
• Deliver your best analytical work while maintaining high standards for data quality and insight generation

Preferred Qualifications

• Knowledge of WFM software solutions (e.g., Amazon Connect, Genesys, NICE)
• Experience with cloud data platforms (e.g., AWS, Azure, GCP)
• Working knowledge of Salesforce data structure

Benefits

• Comprehensive health, life, and disability insurance
• Generous leave policies that include 4 weeks of vacation, 12 company holidays, parental leave, and volunteer time off so you can enjoy quality of life
• 401k plans with up to 6% company match
• $2000 Paid-Paid Vacation bonus
• EAP through Headspace