Data Analyst Call Center

Auto Club Of Southern Calif; Costa Mesa (CA); Hybrid; USD 75,000 - 100,000; Full time

Benefits offered by this job

Health coverage

401(k) with company match and pension

Tuition assistance

Floating holidays & volunteer PTO

Paid parental leave

Wellness programs

Employee discounts

Job summary

Auto Club Of Southern Calif in Costa Mesa, CA is seeking a data analytics professional to design, build, and maintain KPI reporting and financial deliverables for the ERS Call Center Analytics team in a hybrid work model (3 days onsite, 2 days remote).

You will perform trend and root-cause analysis, document data processes, and develop ETL data flow models using Snowflake, AWS, SQL, Python, and Tableau to empower business decisions.

Qualifications

• Bachelor's degree in a quantitative or technical field or equivalent experience.
• Strong written and verbal communication to convey complex findings during Discovery, stakeholder meetings, validation, and presentations.
• Proficiency in SQL and relational databases to query, analyze, and manipulate data.
• Experience with data validation and quality checks.
• Proficiency with Tableau Desktop/Prep.

Responsibilities

• Design, build, and maintain KPI reporting covering Service Quality, Growth, Turnover, Efficiency, and Accuracy.
• Develop and deliver internal performance and financial reports, including expense tracking and incentive program analysis.
• Conduct ad hoc analysis across multiple sources using Snowflake, AWS, SQL, Python, and Tableau.
• Identify trends, perform root cause analysis, and present data-driven solutions to stakeholders.
• Document data processes, workflows, and reporting logic to support implementation and ongoing production.
• Create and maintain data flow models supporting ETL processes and data pipeline development.
• Retrieve and analyze Salesforce and Genesys Cloud data from Snowflake to support reporting and business decision-making.

Skills

Communication

Data analysis

Problem solving

Stakeholder presentation

Education

Bachelor's degree in a quantitative or technical field

Tools

Snowflake

AWS

SQL

Python

Tableau

Tableau Desktop

Tableau Prep

Salesforce

Genesys Cloud

Job description

This role supports the ERS Call Center Analytics team by producing reliable KPI reporting, financial and performance deliverables, and ad hoc insights. The position is hybrid in Costa Mesa, CA, with responsibilities spanning reporting design, trend and root-cause analysis, documentation, and data pipeline modeling.

Location and Work Model

• Location: Costa Mesa, CA
• Schedule: Hybrid (3 days onsite, 2 days remote)

Salary

Starting pay range: USD 74,500 to 99,500 per year.

Key Responsibilities

• Design, build, and maintain KPI reporting covering Service Quality, Growth, Turnover, Efficiency, and Accuracy.
• Develop and deliver internal performance and financial reports, including expense tracking, incentive program analysis, and goal progress.
• Conduct ad hoc analysis across multiple sources using Snowflake, AWS, SQL, Python, and Tableau.
• Identify trends, perform root cause analysis, and present data-driven solutions to stakeholders.
• Document data processes, workflows, and reporting logic to support implementation and ongoing production.
• Create and maintain data flow models that support ETL (Extract, Transform, Load) processes and data pipeline development.
• Retrieve and analyze Salesforce and Genesys Cloud data from Snowflake to support reporting, operational insights, and business decision-making.

Required Qualifications

• Education: bachelor’s degree in a quantitative or technical field (math, statistics, computer science, engineering) or comparable experience.
• Communication: excellent written and verbal communication to convey complex ideas and findings during Discovery, stakeholder meetings, validation, and presentations.
• SQL: proficient in SQL and able to work with relational databases to query, analyze, and manipulate structured and unstructured data.
• Data validation: ability to conduct calculations using data manipulations for thorough validation and analysis.
• Tableau: intermediate to advanced experience with Tableau Desktop and Tableau Prep.
• Preferred: experience with Salesforce and Genesys Cloud.

Tools and Technologies

• Snowflake
• AWS
• SQL
• Python
• Tableau
• Tableau Desktop
• Tableau Prep
• Salesforce
• Genesys Cloud

Benefits

• Health coverage for medical, dental, and 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!)