Hybrid Data Analyst, Call Center Analytics & Insights

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

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.