Description

Lead advanced analytics initiatives for call center technologies and AI-driven digital tools, owning end-to-end experimentation and data strategy.

This role is on-site.

Responsibilities

• Execute end-to-end A/B testing and experimentation using Python to derive statistical insights.
• Analyze large, complex structured and unstructured datasets to uncover trends and drive business decisions.
• Transform and tag raw data in SQL, combining multiple sources to build new fields and metrics.
• Translate complex technical analyses into strategic recommendations for stakeholders and business leaders.
• Support the implementation and monitoring of new ChatAI and GenAI tools for contact center optimization.

Required Skills

• 8+ years of experience in data analytics, focusing on business problem solving rather than pure reporting or data science.
• Expertise in SQL for data manipulation, integration, and transformation across large datasets.
• Strong Python skills, specifically for running A/B testing and advanced analytics.
• Experience handling both structured and unstructured data.
• Proven ability to create new data tagging, fields, and synthesized datasets from complex environments.
• Strong storytelling skills with the ability to present technical results to executive stakeholders.
• Ability to work independently to solve open-ended business problems with minimal guidance.

Preferred Skills

• Experience with customer experience, digital platforms, or contact center technology.
• Familiarity with ChatAI/GenAI bot metrics, such as call volume, speed to answer, queue routing, and staffing.
• Exposure to third-party call center analytics or workforce planning tools.

Key Skills

Education

Bachelor's degree