Data Analyst (Customer Service Contact Center)

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 help deliver reporting, analysis, and quality checks that support contact center operations. This hybrid role is based in Princeton, NJ and works closely with managers to translate performance data into timely insights, delivered within service level agreements.

The position focuses on building and maintaining management information systems, monitoring performance against internal and external SLAs, and designing reporting that helps stakeholders understand trends and operational results across multiple channels.

What you’ll do

• Develop and provide reporting and relevant management information for customer service/contact center business areas, including static and scheduled reporting.
• Analyze, evaluate, and document business requirements for new and existing reports and processes, including improving current systems and processes.
• Support the Manager, Data Analytics in delivering their key responsibilities.
• Deliver reports and analysis within agreed Service Level Agreements.
• Support stakeholders in understanding and applying performance statistics.
• Highlight trends to management and design accurate management information/business intelligence for internal distribution.
• Update and maintain working tools and materials, and undertake quality control checks and audits.
• Monitor and report on performance against internal and external SLAs.
• Maintain management information systems by contributing to design and implementation of operational management information systems.
• Support Quality Management Information.
• Deliver insights and storytelling across multiple mediums, including designing and researching presentations for departmental managers.
• Support projects by providing reports and analysis to measure success of new initiatives.

What you bring

• 1-2 years of customer service experience and/or experience working with large data sets.
• Advanced MS Excel skills, including PivotTables, Macros, and Charts.
• Proficiency with Google Collaboration tools such as Drive, Docs, Sheets, Slides, and Forms.
• Intermediate VBA programming skills.
• Knowledge of and basic proficiency in SQL for programming and data analysis.
• Ability and willingness to travel, with expectations of visits to each contact center.
• Understanding that operational roles include weekend oversight and potential unscheduled incident and crisis management.
• Basic knowledge of data visualization tools such as Tableau.
• Basic statistical analysis skills (intermediate statistical analysis skills are also listed).
• Familiarity with digital experience trends and metrics.
• Familiarity with Snowflake.
• Familiarity with Python and R for data analysis.

Technologies

• MS Excel, PivotTables, Macros, Charts
• Google Drive, Google Docs, Google Sheets, Google Slides, Google Forms
• VBA, SQL
• Tableau, Snowflake
• Python, R

Compensation and benefits

The base pay range for this role is USD 61,152 - 80,000 per year.

• Comprehensive Healthcare Plans
• Paid Time Off
• Retirement Plans
• Comprehensive Medical, Dental and Vision Insurance Plans
• Education Benefits
• Paid Maternity and Paternity Leave
• Family Care Benefits
• Commuter Transit Program
• Subscription Discounts
• Employee Referral Program

Equal opportunity employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, or any other protected characteristic under applicable law. EEO/Disabled/Vets.

Reasonable accommodation

News Corp is committed to providing reasonable accommodation for qualified individuals with disabilities in its job application and/or interview process. If you need assistance or accommodation in completing your application or participating in an interview due to a disability, email [e-mail] with the subject line "Reasonable Accommodation" and a brief description of the assistance needed. This inbox will not be monitored for application status updates.