Data Analyst Call Center

ace; Costa Mesa (CA); Hybrid; USD 75,000 - 100,000; Full time

Job summary

Auto Club Enterprises in Costa Mesa, CA is seeking a Data Analyst to support the ERS Call Center Analytics team. The role combines reporting development and data analysis to deliver KPI reports, compensation and incentive insights, and ad hoc analyses across Snowflake, AWS, SQL, Python, and Tableau.

You will design and maintain dashboards, identify trends, document data processes, and collaborate with stakeholders to drive data-driven decisions.

Qualifications

• Bachelor's degree in a quantitative or technical field or equivalent experience.
• Strong communication skills, written and verbal.
• Proficient in SQL and querying relational databases.
• Experience with Salesforce and Genesys Cloud preferred.

Responsibilities

• Design, build, and maintain reporting that measure KPIs such as Service Quality, Growth, Turnover, Efficiency, and Accuracy.
• Develop and deliver internal performance and financial reports, including expense tracking, incentive program analysis, and goal progress.
• Provide ad hoc data analysis across multiple data sources using Snowflake, AWS, SQL, Python, and Tableau.
• Perform trend identification and root cause analysis, and present data-driven solutions to stakeholders.
• Document data processes, workflows, and reporting logic for implementation and ongoing production support.
• Create and maintain data flow models to support ETL processes and data pipeline development.
• Retrieve and analyze Salesforce and Genesys Cloud data from Snowflake to support reporting, operational insights and business decision-making.

Skills

SQL

Tableau Desktop

Tableau Prep

Salesforce

Genesys Cloud

Communication skills

Education

Bachelor's degree in a quantitative or technical field

Tools

Snowflake

AWS

Python

Job description

Data Analyst Call Center

Please Note: This position has a hybrid schedule which is 3 days onsite and 2 days remote.

This role supports the ERS Call Center Analytics team by providing analytical and organizational assistance in developing and delivering accurate reports on key performance indicators (KPIs), compensation and incentives.

What You Will Do

• You'll design, build, and maintain reporting that measure key performance indicators (KPIs) such as Service Quality, Growth, Turnover, Efficiency, and Accuracy.


• You'll develop and deliver internal performance and financial reports, including expense tracking, incentive program analysis, and goal progress.


• You will provide ad hoc data analysis across multiple data sources using tools and languages such as Snowflake, AWS, SQL, Python, and Tableau.


• Perform trend identification and root cause analysis, and present data-driven solutions to stakeholders.


• Document data processes, workflows, and reporting logic for implementation and ongoing production support.


• You’ll create and maintain data flow models to support ETL (Extract, Transform, Load) processes and data pipeline development.


• You’ll retrieve and analyze Salesforce and Genesys Cloud data from Snowflake to support reporting, operational insights and business decision-making.

What You Will Need

• You have either a bachelor's degree in a quantitative or technical field (math, statistics, computer science, engineering) or comparable experience.


• You have excellent communication skills, both written and verbal, to effectively convey complex ideas and findings throughout the entire duration of each project (Discovery, Meeting with Stakeholders, Validation and Presentation).


• You’re proficient in SQL and working with relational databases to query, analyze, and manipulate both structured and unstructured data.


• You able to conduct calculations with data manipulations for thorough data validation and analysis.


• You have intermediate to advanced Tableau Desktop and Tableau Prep experience.


• You have experience with Salesforce and Genesys Cloud preferred

The starting pay range for this position is: $74,500.00 - $99,500.00 Additionally, for full time positions, you will be eligible to participate in our incentive program based upon the achievement of organization, team and personal performance.

Remarkable benefits:

• Health coverage for medical, dental, vision


• 401(K) saving plans with company match AND Pension


• Tuition assistance


• Floating holidays and PTO for community volunteer programs


• Paid parental leave


• Wellness programs


• Employee discounts (membership, insurance, travel, entertainment, services and more!)

Auto Club Enterprises is the largest club within the national AAA federation. We have nearly 17,000 employees in 24 states helping more than 18 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity - we win. All of Us! With our national brand recognition, long-standing reputation since 1900, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team.

"Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value."

AAA is an Equal Opportunity Employer

Our organization participates in E-Verify

The Automobile Club of Southern California will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state, and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance (FCIHO), the Unincorporated Los Angeles County ULAC regulation.