Contact Center Data Analyst

Suncoast Credit Union; Tampa (FL); Hybrid; USD 55,000 - 70,000; Full time

Benefits offered by this job

401K Matching

Medical Coverage

Dental and Vision

Paid Holidays

Paid Time Off

Parental Leave

Volunteer Hours

Degree Assistance

Job summary

Suncoast Credit Union is seeking a Contact Center Data Analyst to drive data-backed operational excellence. You will partner with WFM and leadership to uncover automation opportunities, build centralized analytics, and create dashboards that reveal trends and risks for action.

The role emphasizes data governance, cross-functional collaboration, and leveraging AI to improve forecasting, scheduling, and overall contact-center performance while advancing member experience.

Qualifications

• Bachelor’s degree in business, finance, economics, or other data science discipline; grad degree preferred.

Responsibilities

• Collaborate with WFM and leadership to identify automation and data-driven solutions.
• Define, manage, and implement Data Governance standards for accurate reporting.
• Develop centralized analytics integrating data from multiple systems to deliver insights.
• Design and deliver dashboards, scorecards, and reporting tools for decision-making.
• Translate analytics into actionable staffing and technology recommendations.
• Support forecasting, scheduling, and capacity planning through data analysis.
• Leverage AI and automation to enhance forecasting and real-time decisions.
• Optimize workforce and analytics platforms and ensure integration of WFM data sources.
• Contribute to application strategy and product roadmaps for Contact Center operations.
• Collaborate with IT to ensure data source integration.

Skills

Data analysis

WFM concepts

Forecasting

Data governance

SQL queries

Education

Bachelor’s degree in business/finance/economics or data science

Graduate degree preferred

Tools

Power BI

Excel

Visual Studio

SQL Server 2012

SSIS

SharePoint

Verint

Genesys

Job description

Overview

Compensation: $55,000 - $70,000 based on experience and credentials

Work Environment: Hybrid

Schedule: Monday through Friday between the hours of 8:00 AM - 6:00 PM (flexible hybrid)

The Contact Center Data Analyst plays a pivotal role in advancing operational excellence through data-driven insights, process optimization, and technology enablement. This position collaborates closely with Workforce Management (WFM), Contact Center leadership, and cross-functional teams to uncover opportunities for automation, streamline operations, and elevate the member experience. The Contact Center Data Analyst combines strong analytical capabilities with a strategic mindset to influence staffing strategies, guide technology investments, and refine business processes.

Responsibilities

• Collaborate with WFM, Contact Center leadership, and cross-functional teams (Data Analytics, Technology, Finance, Member Experience) to identify opportunities for automation, process improvement, and data-driven solutions
• Define, manage, and implement Data Governance standards to ensure accuracy, consistency, and trust in all reporting and analytics
• Develop and build a centralized analytics function that integrates data from multiple systems to deliver insights into member behavior, contact drivers, and operational outcomes
• Design, maintain, and deliver dashboards, scorecards, and reporting tools that enhance decision-making by highlighting trends, risks, and opportunities for action, with a strong emphasis on driving user adoption
• Translate analytics into clear, actionable recommendations that guide staffing strategies, technology investments, and process improvements
• Support forecasting, scheduling, and capacity planning through data collection, analysis, and reporting
• Leverage AI and automation to enhance forecasting, scheduling, and real-time decision-making while reducing manual intervention
• Continuously optimize workforce and analytics platforms, ensuring tools are configured, integrated, and fully utilized
• Contribute to application strategy and product roadmaps for Contact Center operations
• Partner with Data Analytics and IT teams to ensure integration of WFM systems and data sources
• Evaluate and implement emerging technologies that strengthen workforce efficiency, predictive insights, and reporting automation
• Gather, document, and validate business requirements for WFM-related projects and technology solutions Provide project support, including scope definition, documentation, and testing for MCC initiatives

Qualifications

• Bachelor’s degree in business, finance, economics, or other data science discipline, graduate degree preferred (A comparable combination of work experience and training may be substituted for education requirements.)
• Minimum of 2 years of experience in data analysis
• Minimum of 2 years in the financial services industry
• Working knowledge of Workforce Management and Contact Center Communication concepts and applications (Verint and Genesys preferred)
• Experience writing complex queries, views, and stored procedures to extract data
• Able to troubleshoot and analyze tables to establish knowledge of data for accurate retrieval and use in report writing
• Must have working knowledge and experience with data analysis, statistical modeling, and regression analysis, preferably in a contact center space
• Advanced knowledge of Microsoft Power BI: Capable of building dashboards, data models, and interactive reports for business insights
• Power User of Microsoft Excel: Expert in data analysis, pivot tables, VLOOKUP, conditional formatting, advanced formulas, and Power Queries
• Basic understanding and ability to build proficiency in Visual Studio, Microsoft SQL Server 2012, SQL Server Reporting/ Report Builder, SQL Server Integration Service, and Microsoft SharePoint

Benefits

• Financial Well-Being: Bonus Program up to 12%, 401K Matching up to 8%, Retirement Planning, Pay Increases based on Competency, Employee Loan Discounts, Flex Spending Accounts
• Wellness: Medical Coverage, Dental and Vision Coverage, Access to 4,000+ Gyms, Mental Health Resources, PTO Wellness Days, Short Term and Long Term Disability Coverage
• Work-Life Balance: 11 Paid Holidays, 3 weeks of Paid Time Off, 4 weeks of Paid Parental Leave, Birthday PTO
• Community Involvement: Paid Volunteer Hours
• Growth: Degree Assistance up to $5,000 per year

For more information, including additional benefits, please visit our benefits website at https://careers.suncoastcreditunion.com/benefits

Company Overview

Suncoast Credit Union is consistently chosen as a Tampa Bay Times Top Workplace because its employees genuinely #LOVEWORK! Employees flourish in an inclusive culture celebrating growth and prioritizing the community.

For more information, please visit our careers site at https://careers.suncoastcreditunion.com/