Operational Data Reporting Analyst

Hagerty

21h•Remote

About The Position

The Workforce Optimization team is seeking an Operational Data Reporting Analyst to join our team. In this role, you will be responsible for monitoring, analyzing, and improving call center operational data accessibility, accuracy and usability. You will track key performance metrics, identify trends, and provide actionable insights to enhance customer service and operational efficiency. To achieve these objectives, you will collaborate with business and other analytics teams on projects and roadmaps. Ready to get in the driver’s seat? Join us! What you'll do You apply appropriate scientific and quantitative methods to data to draw conclusions and make 'insight to action' recommendations to answer the business objective and drive the appropriate change. You communicate findings effectively to less technical audiences incorporating visualization techniques. You design and develop measures, metrics for business intelligence, and other analytic projects. You actively contribute to the planning and execution of data roadmaps by identifying data gaps and defining the sources, transformations, business rules, and other requirements in collaboration with engineering, analytics, and business teams. You plan, design, develop, and deploy self-service business intelligence solutions that provide transparency and increased decision-making capacity to the business. You design data and analytic solutions to solve ambiguous and hypothetical business problems. You take reasonable measures to ensure accuracy, appropriateness, and completeness of data and method of analysis for the task, pursue problem identification and recommend solutions. In your role as an established individual contributor, you work to achieve day-to-day objectives that contribute to specific operational targets. You are the owner of the items on your to-do list. You communicate with colleagues typically within your own job area and may communicate externally as necessary. You may work to gain cooperation by sharing information about policies and procedures to other teams. The problems or issues that you face in your job are identifiable and typically solved using precedent or conducting analyses and using your discretion. You may help your team improve work practices by recommending adjustments to existing systems and processes. You work independently with general supervision on larger, moderately complex projects/assignments. You may take the lead on defined components of projects or processes within area of responsibility, as well as provide guidance to more junior team members.

Requirements

Bachelor's or higher degree. Equivalent relevant experience may be considered in lieu of a degree.
3+ Years of experience with business intelligence and data analysis for call center operations.
Practical industry experience using statistical methods to derive insights from data.
Practical industry experience with deploying a broad range of self-service BI solutions for business users using modern BI tools such as Excel, Tableau, Power BI, etc.
Familiarity with data sources including, but not limited to Five9, Calabrio, Qualtrics Discover and Salesforce.
Possess strong decision-making and critical-thinking skills.
Experience with data cleaning, transformation, and visualization.
Effectively present analyses and recommendations to non-technical and technical audiences.

Nice To Haves

Familiarity with SQL or other query languages is a plus.

Responsibilities

Apply appropriate scientific and quantitative methods to data to draw conclusions and make 'insight to action' recommendations to answer the business objective and drive the appropriate change.
Communicate findings effectively to less technical audiences incorporating visualization techniques.
Design and develop measures, metrics for business intelligence, and other analytic projects.
Actively contribute to the planning and execution of data roadmaps by identifying data gaps and defining the sources, transformations, business rules, and other requirements in collaboration with engineering, analytics, and business teams.
Plan, design, develop, and deploy self-service business intelligence solutions that provide transparency and increased decision-making capacity to the business.
Design data and analytic solutions to solve ambiguous and hypothetical business problems.
Take reasonable measures to ensure accuracy, appropriateness, and completeness of data and method of analysis for the task, pursue problem identification and recommend solutions.
Work to achieve day-to-day objectives that contribute to specific operational targets.
Communicate with colleagues typically within your own job area and may communicate externally as necessary.
Help your team improve work practices by recommending adjustments to existing systems and processes.
Work independently with general supervision on larger, moderately complex projects/assignments.
Take the lead on defined components of projects or processes within area of responsibility, as well as provide guidance to more junior team members.