Job Details

Analyst, Business Analytics


Date Opened: 03/20/2024

Job Type:

Job Number: 240000ZT

Job Description

What This Position Is All About:

The Analyst will primarily be responsible for optimizing contact center operations and enhancing customer experience by leveraging data analysis techniques and tools.The analyst will be analyzing and interpreting data from various sources, identifying trends and providing actionable insights which will play a critical role in making data-driven decisions and continuous improvements in the contact center environment. By utilizing data analysis methodologies, the analyst will contribute to enhancing operational efficiency, optimizing resource allocation and ultimately improving the overall customer experience. 

Who You Are:

  • Gather and translate business requirements on key projects.
  • Analyze contact center performance metrics and key performance indicators.
  • Identify trends, patterns and opportunities for improvement in contact center data.
  • Generate regular reports and dashboards to monitor performance metrics.
  • Collaborate with cross-functional teams including operations, workforce management, customer experience and vendor management to implement process improvements and best practices.
  • Develop and present clear and comprehensive findings/recommendations to stakeholders on key initiatives.
  • Integrate data from multiple sources to our visualization tool.
  • Subject matter expert on the data sources contained in the contact center database and how they can be leveraged to address business challenges and opportunities.
  • Automate and streamline reporting and operational processes.

    You also have: 
  • A bachelor's degree, preferably in Computer Science or a quantitative field like Economics, Mathematics or Statistics.
  • 1 to 2 years of experience in analytics preferably in a contact center environment.
  • Working experience with Looker or any other visualization tools like Tableau, PowerBI.
  • Demonstrate strong technical skills, including proficiency in some of the following areas: SQL, Python, Excel / VBA macro
  • Proven ability to wade through data and apply findings to business problems.
  • Excellent communication skills, including the ability to convey complex technical concepts to stakeholders.
  • Detail-oriented mindset with a focus on accuracy and precision in data analysis and reporting.

As the Analyst, you will:

  • Strategic Thinking - Think strategically by clearly anticipating future trends and consequences.
  • Drive for Results - Push self and others to exceed goals and achieve breakthrough results. Recognize the key actions necessary to achieve results, establish and communicate the priorities to the supervisor, demonstrate persistence in removing barriers to achieving results, and encourage others to do the same.
  • Business Acumen - Leverages business judgment to shape strategy, based on understanding of operational and organizational requirements and capabilities.

Job Qualifications

Thank you for your interest with HBC. We look forward to reviewing your application.
HBC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, HBC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
HBC welcomes all applicants for this position. Should you be individually selected to participate in an assessment or selection process, accommodations are available upon request in relation to the materials or processes to be used.