Principal Call Center Data Analyst

Summary

Join Americor as a Principal Call Center Data Analyst and leverage your expertise in telephony and workforce management data analysis. You will be the primary owner of data from Five9, Zoom, and Calabrio, creating semantic layers, monitoring performance, and providing insights to operations leadership. Responsibilities include intraday monitoring, identifying performance drivers, conducting audits, and creating diagnostic reports. The ideal candidate possesses advanced SQL and Python skills, experience with visualization platforms like Tableau, and a proven ability to advise and teach within a matrixed organization. A bachelor's degree in a quantitative field or equivalent experience is required. Americor offers a competitive salary, remote/hybrid work options, and a comprehensive benefits package.

Requirements

• Telephony and workforce management experience required; Five9, Zoom, Calabrio, and telephony administration preferred
• Advanced proficiency with SQL
• Proven ability to position oneself to advise and teach across a matrixed organization
• Excellent verbal, written, and interpersonal communication skills
• Bachelor's degree in a quantitative field or equivalent experience

Responsibilities

• Primary owner of telephony and workforce management data from Five9, Zoom, and Calabrio to be used for reporting and analysis
• Demonstrate deep understanding of telephony and workforce management performance, underlying data, as well as call forecasting, routing, and delivery
• Maintain existing telephony data semantic layers and continue to improve data that is available
• Create workforce management data semantic layers using disciplined principles and practices
• Monitor and derive intraday insights to operations leadership on telephony and workforce management
• Provide a positive or negative alarm when operations change from the expected trajectory
• Identify cohorts and underlying drivers that are affecting metrics and call performance
• Initiate and own audits to remove defects, apply standardized practices, and reinforce best methods for telephony and workforce management data
• Complete ad hoc analysis and reporting on the data for key stakeholders
• Reporting should be designed in a diagnostic manner and be simple to use
• Analysis should exhibit concise storytelling with clear insights and recommendations
• Other duties as assigned

Preferred Qualifications

• Intermediate proficiency with a programming language; Advanced Python preferred
• Intermediate proficiency with a visualization platform; Advanced Tableau preferred

Benefits

• Ongoing training and development
• Opportunity for career advancement
• Medical
• Dental
• Vision
• Company Paid Group Life / AD&D Insurance
• 7 Paid Holidays and 2 Floating Holiday Days to use at will
• Paid Time Off
• Flexible Spending/HSA
• Employee Assistance Program (EAP)
• 401(k) match
• Referral Program