Mid Data Analyst, Call Center Insights & Dashboards

Spry Methods, Inc.; Nashville (TN); On-site; USD 70,000 - 97,000; Full time

Job summary

Spry Methods, Inc. in Nashville seeks a Mid-Level Data Analyst to support performance monitoring, reporting, and continuous improvement for the IT Call Center program.

You will develop analytical products, evaluate operational data, and deliver insights that improve service delivery and customer experience. The role collaborates with program leadership, operations managers, and stakeholders to ensure reporting accuracy, identify trends, and drive data-driven decisions.

Qualifications

• Bachelor's degree in Data Analytics, Business Administration, IT, Statistics, or related field.
• Minimum of three years of data analysis or BI experience.
• Experience developing reports and dashboards for management or stakeholders.
• Proficiency with Power BI, Tableau, or similar tools.
• Experience querying data with SQL.
• Experience in service delivery/call center or SLA-driven environment.
• Ability to obtain customer security clearance.

Responsibilities

• Collect and validate operational data from ITSM platforms and other data sources.
• Design, develop, and maintain dashboards, scorecards, and reports that provide visibility into call center performance, service levels, customer satisfaction, and operational trends.
• Monitor performance metrics and provide actionable recommendations to program leadership.
• Prepare recurring and ad hoc reports, performance reviews, executive briefings, and customer-facing deliverables.
• Conduct root cause analysis of performance gaps, SLA impacts, and operational challenges to support informed decision-making.
• Support continuous improvement initiatives through data analysis, performance monitoring, and process optimization recommendations.
• Develop and maintain data governance standards, reporting templates, data dictionaries, and analytical documentation to ensure reporting accuracy and consistency.
• Partner with supervisors, team leads, and operations managers to validate data, resolve reporting discrepancies, and improve data quality.
• Perform workforce management analysis, including staffing trends, schedule adherence, forecasting, and capacity planning.
• Support operational reviews and customer briefings by presenting analytical findings and responding to stakeholder questions.
• Provide mentorship and guidance to junior analysts, sharing best practices and supporting professional development.
• Maintain reporting configurations, data extraction processes, dashboards, and supporting analytical infrastructure.
• Analyze quality assurance results, call monitoring data, and customer feedback to identify improvement opportunities and support coaching initiatives.
• Respond to stakeholder data requests with accurate, timely, and well-presented analytical products.

Skills

Power BI

Tableau

SQL

Excel

Python

R

Data governance

Data visualization

SLA metrics

ITIL

Education

Bachelor's degree in Data Analytics, Business Intelligence, or related field

Tools

ServiceNow

Remedy

ETL tools

Job description

Spry Methods, Inc. in Nashville seeks a Mid-Level Data Analyst to support performance monitoring, reporting, and continuous improvement for the IT Call Center program.

You will develop analytical products, evaluate operational data, and deliver insights that improve service delivery and customer experience. The role collaborates with program leadership, operations managers, and stakeholders to ensure reporting accuracy, identify trends, and drive data-driven decisions.