Experienced Senior Analyst for Contact Center Operations – Data Analysis, Performance Metrics, and Strategic Planning – Remote Work Opportunity at arenaflex

Introduction to arenaflex and the Industry

Imagine being part of a dynamic team that is revolutionizing the way companies interact with their customers. At arenaflex, we are committed to providing exceptional customer experiences through our innovative contact center solutions. As a leader in the industry, we are dedicated to fostering a culture of excellence, diversity, and inclusion. Our team is passionate about delivering outstanding results, and we are looking for a talented Senior Analyst to join our ranks.

About the Role

We are seeking an experienced Senior Analyst to join our Contact Center Planning, Reporting, and Analytics team. As a key member of our team, you will be responsible for providing data analysis and insights to support our contact center operations. Your expertise will help us optimize our performance, improve customer satisfaction, and drive business growth. If you are a data-driven professional with a passion for analysis and strategic planning, we encourage you to apply for this exciting opportunity.

Key Responsibilities

• Support key initiatives for Contact Center Training through measurement and analysis of key performance metrics
• Perform complex quantitative analysis on a wide range of contact center disciplines to identify trends and support policy direction
• Produce standard reports and support high-value analysis focused on better understanding our customers and strategies to improve the overall contact center experience and bottom-line revenue
• Participate in the development of an overall analytics strategy for the organization and lead highly visible projects across multiple departments to support the strategy
• Act as the owner of at least one contact center data discipline, serving as the primary point of contact for data requests, metadata, and statistical analyses
• Collaborate with colleagues to help define KPIs and data sources for newly developed policies and products

Essential Qualifications

To be successful in this role, you will need:

• A Bachelor's degree in a related field
• At least 3 years of related work experience
• 3 years of experience in data extraction, manipulation, and analysis from social databases
• Experience with data extraction tools and techniques (SQL, SAS, Access, etc.)
• Experience using internal data warehouses (e.g., Mosaic) for data extraction, analysis, and reporting

Preferred Qualifications

While not required, the following qualifications are preferred:

• A Graduate degree
• Experience creating solutions on a Big Data platform using tools like Hadoop, Impala, Kylo, and ZoomData
• Experience with Azure Databricks and SSMS an or more
• Experience in at least one of the following programming languages - SAS, Python, R, along with related development environments (e.g., R-Studio, JupyterHub, PyCharm, etc.)
• Certified Analytics Professional

Skills and Competencies

To excel in this role, you will need:

• Strong project management skills, including experience managing projects across departments
• Proficiency with Microsoft Office applications (MS Excel, Access, and PowerPoint); advanced knowledge of Microsoft Excel and Power BI is desirable
• Ability to write SQL queries in at least one SQL dialect (e.g., MSSQL, MySQL, etc.)
• Advanced proficiency in problem-solving, including the ability to structure a suitable analytical framework reasonably
• Excellent leadership and collaboration skills with proven ability to work effectively in diverse environments

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our employees. As a Senior Analyst, you will have access to:

• Ongoing training and development opportunities to enhance your skills and knowledge
• Mentorship and coaching from experienced professionals in the field
• Opportunities to work on high-visibility projects and contribute to the development of our analytics strategy
• A collaborative and dynamic work environment that fosters innovation and creativity

Work Environment and Company Culture

At arenaflex, we pride ourselves on our inclusive and diverse company culture. We believe that our employees are our greatest asset, and we strive to create a work environment that is supportive, flexible, and fun. As a remote worker, you will be part of a virtual team that is connected through regular video meetings, collaboration tools, and social events.

Compensation, Perks, and Benefits

We offer a competitive salary range of $35-$40 per year, depending on experience. In addition to your salary, you will be eligible for a range of benefits, including:

• Comprehensive health benefits, including medical, dental, and vision coverage
• 401(k) program with employer matching contributions
• Flexible spending accounts and health savings accounts
• Employee assistance programs, including mental health support and employee discounts
• Opportunities for professional development and career advancement

Conclusion

If you are a motivated and analytical professional looking for a new challenge, we encourage you to apply for this exciting opportunity at arenaflex. As a Senior Analyst, you will be part of a dynamic team that is shaping the future of customer experience. With your skills and expertise, you will help us drive business growth, improve customer satisfaction, and deliver exceptional results. Don't miss out on this opportunity to join our team and take your career to the next level. Apply now and discover the arenaflex difference!