IT Service Center Operations Data Analyst delivers high value insights that improve performance, efficiency, and customer experience of our Service Center operations and projects. This role integrates subject matter expertise in call center metrics and project reporting with strong analytical skills in SQL, Hive, Tableau, and Alteryx to produce scalable reporting, conduct deep dive analytics, and support operational strategies.
Responsibilities:
Analytical & Critical Thinking
Applies advanced analytical methods to solve complex operational problems.
Translates ambiguous questions into structured analytical approaches.
Identifies trends, relationships, and root causes within large datasets.
Technical Proficiency
Demonstrates expert-level ability in SQL, Tableau, Hive, and Alteryx.
Builds efficient, scalable data models and workflows.
Troubleshoots data quality issues and implements sustainable fixes.
Business Acumen
Understands call center operations, drivers, and performance levers.
Connects analytics to business outcomes, operational strategies, and customer experience.
Anticipates emerging risks and opportunities based on data.
Communication & Storytelling
Communicates complex insights clearly to non-technical audiences.
Crafts compelling visualizations and narratives that influence decisions.
Adapts communication style for executives, managers, and frontline leaders.
Collaboration & Partnership
Builds strong relationships with Operations, WFM, Technology, and project teams.
Works collaboratively to define requirements, deliver insights, and support initiatives.
Encourages open dialogue and proactively shares information.
Problem Solving & Innovation
Develops creative, data-driven solutions that address operational pain points.
Tests new approaches and tools to improve efficiency and accuracy.
Challenges current processes and identifies opportunities for optimization.
Accountability & Ownership
Manages multiple priorities independently with strong attention to detail.
Delivers high-quality work with minimal supervision.
Follows through on commitments and ensures deadlines are met.
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