Data Analyst

Overview

Title: Data Analyst II, Contact Center
Location: Remote/ Hybrid two days a week if you reside within 30 miles of Tustin, CA
Salary: starting at 90K D.O.E. + Full Time Benefits

Responsibilities

• Own the design, development, and ongoing maintenance of multiple Power BI dashboards supporting Contact Center
• Build automated, scalable reporting using SQL and Power BI with a strong emphasis on data accuracy, UI, and usability
• Analyze communication-focused metrics, including funnel performance, handle time, staffing efficiency, and agent productivity
• Partner closely with Contact Center leaders to understand business questions and translate them into clear, actionable insights
• Present findings and recommendations to stakeholders, including executive audiences
• Begin with core customer service reporting and progressively take on larger, higher-impact analytics initiatives
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