Hybrid Data Analyst - Call Center Analytics

ace

Costa Mesa (CA)

Hybrid

USD 75,000 - 100,000

Full time

5 days ago

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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.