Hybrid Senior Data & Interaction Analytics Lead

FNBO; Omaha, Northern (NE, KY); Hybrid; USD 82,000 - 135,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

401k with Matching Contributions

Time Off Programs

HSA/Dependent Care

Growth Opportunities

Tuition Assistance

Disability Insurance

Job summary

FNBO is seeking a Sr. Analyst, Data Analysis & Interaction Analytics to extract, manipulate, and analyze large datasets across omnichannel contact center operations.

You will leverage SQL, Snowflake, and advanced analytics tools (Python, Power BI, QuickSight) along with NiCE Nexidia and Quality Central to deliver actionable insights. The role focuses on transforming data into strategic recommendations, developing reporting systems, and exploring AI-enabled improvements to enhance customer and

Qualifications

• 5+ years of experience in data analysis and reporting in contact center operations.
• Experience with Snowflake, SQL Server, DB2, flat files and Excel for analytics.
• Ability to design dashboards and reporting for operational teams.

Responsibilities

• Develop and maintain performance reporting (daily, weekly, monthly) from Snowflake, SQL Server, flat files and Excel.
• Partner with PDM to design requirements, build dashboards, and provide accurate reporting.
• Analyze customer interactions to identify automation opportunities and AI-driven improvements.
• Lead analytics reviews with directors and managers to drive improvements across customer and employee experiences.

Skills

SQL

Data visualization

Excel/macros/VBA

NiCE Interaction Analytics

AI analytics

Cross-functional collaboration

Agile execution

Data quality assurance

Translating data into action

Pattern recognition

Strategic alignment

Education

Bachelor’s degree in business/analytics/data science

Tools

Snowflake

SQL Server

DB2

SAS

Excel

Power BI

Job description

FNBO is seeking a Sr. Analyst, Data Analysis & Interaction Analytics to extract, manipulate, and analyze large datasets across omnichannel contact center operations.

You will leverage SQL, Snowflake, and advanced analytics tools (Python, Power BI, QuickSight) along with NiCE Nexidia and Quality Central to deliver actionable insights. The role focuses on transforming data into strategic recommendations, developing reporting systems, and exploring AI-enabled improvements to enhance customer and