Data Analyst – Customer Service Center Insights (Hybrid)

News Corp; Princeton (NJ); Hybrid; USD 61,000 - 80,000; Full time

Benefits offered by this job

Comprehensive Healthcare Plans

Paid Time Off

Retirement Plans

Education Benefits

Paid Maternity and Paternity Leave

Family Care Benefits

Commuter Transit Program

Subscription Discounts

Employee Referral Program

Job summary

News Corp’s Dow Jones - Customer Service team is hiring a Data Analyst (Customer Service Contact Center) to deliver reporting, analysis, and quality checks that support contact center operations. This hybrid role is based in Princeton, NJ and collaborates with managers to translate performance data into timely insights within SLAs.

The role focuses on building management information systems, monitoring performance against SLAs, and designing reports that help stakeholders understand trends and

Qualifications

• 1-2 years of customer service experience or experience with large data sets.
• Advanced MS Excel skills, including PivotTables, Macros, and Charts.
• Proficiency with Google Workspace tools (Drive, Docs, Sheets, Slides, Forms).
• Intermediate VBA programming skills.
• Knowledge of SQL for data analysis.
• Willingness to travel to each contact center.
• Weekend oversight and potential incident management.
• Basic data visualization knowledge (Tableau).
• Familiarity with digital experience trends and metrics.
• Familiarity with Snowflake and Python/R for analysis.

Responsibilities

• Develop and provide reporting and management information for customer service organizations.
• Analyze requirements for new/existing reports and improve systems/processes.
• Support the Manager, Data Analytics in key responsibilities.
• Deliver reports within Service Level Agreements.
• Help stakeholders understand performance statistics and trends.
• Create BI insights and presentations for department managers.
• Maintain MIS tools and perform quality checks/audits.
• Monitor performance against internal/external SLAs.
• Contribute to design and implementation of MIS.

Skills

Excel advanced

PivotTables

Macros

Charts

Google Workspace

VBA

SQL basics

Tableau

Snowflake

Python & R basics

Data storytelling

Weekend adaptability

Tools

Tableau

Snowflake

Python

R

SQL

Excel

Google Drive

Google Docs

Google Sheets

Google Slides

Google Forms

VBA

Job description

News Corp’s Dow Jones - Customer Service team is hiring a Data Analyst (Customer Service Contact Center) to deliver reporting, analysis, and quality checks that support contact center operations. This hybrid role is based in Princeton, NJ and collaborates with managers to translate performance data into timely insights within SLAs.

The role focuses on building management information systems, monitoring performance against SLAs, and designing reports that help stakeholders understand trends and