Ops Analytics Data Analyst II – Insight-Driven, Hybrid

Upgrade, Inc.; Phoenix (AZ); Hybrid; USD 85,000 - 115,000; Full time

Benefits offered by this job

Stock options

Medical insurance

Dental insurance

Vision insurance

Flexible PTO

Job summary

Upgrade, Inc. is seeking a Data Analyst II to join the Operations Analytics team at our Phoenix service center.

You will analyze large data sets, build predictive models, design dashboards, and partner with operations leaders to define KPIs that guide decision making. You will apply statistics, forecasting, and data visualization to improve capacity planning, workload forecasting, and customer experience analytics.

Qualifications

• Bachelor's degree in data analytics, mathematics, statistics, computer science, economics or a related quantitative field, or equivalent experience.
• Minimum 3+ years proven experience in data analysis and visualization, including business requirements gathering
• Advanced knowledge of SQL and data query/mining techniques
• Working knowledge of data modeling and database concepts
• Experience applying statistical techniques and simulations to business problems
• Strong storytelling and data communication skills for non-technical audiences
• Proficiency with Tableau or related data visualization tools (PowerBI, Superset)
• Proficiency in Excel or Google Sheets for ad hoc analysis
• Experience in financial services is preferred
• Proficiency in Python (pandas, statsmodels, scikit-learn) for statistical analysis preferred
• Experience with Contact Center Analytics and A/B testing/experimentation frameworks is a plus

Responsibilities

• Consult with internal operations leaders to identify problems or opportunities that can leverage data and analytics, building trusted stakeholder relationships and bringing curiosity to uncover the real business problem worth solving
• Collect, analyze and interpret large data sets from various sources to answer high-impact business questions and identify patterns, trends, and insights
• Perform in-depth analyses and then create data models to identify trends and key drivers that inform important decisions across the business
• Apply statistical, simulation, and forecasting methods, including hypothesis testing, regression, A/B testing, Monte Carlo simulation, and time series forecasting, to quantify the impact of operational and business decisions
• Translate analytical findings into clear recommendations, using visualizations and presentations to communicate insights and drive stakeholder decisions
• Use data storytelling techniques to simplify complex findings into narratives that resonate with non-technical stakeholders and drive action
• Manage multiple analytics projects with accuracy and attention to detail, prioritizing tasks to meet deadlines
• Translate ambiguous business questions into structured, testable analytical approaches that meet stakeholder requirements and support broader use-case goals
• Drive best practices to improve the quality and effectiveness of our analytics function across capacity planning, workforce analytics, and customer/call center analytics
• Partner with operations leaders to define business KPIs and analytical frameworks that inform dashboards and simplify decision making
• Stay up-to-date with industry trends and emerging technologies, and seek out opportunities to develop new skills

Skills

SQL

Data visualization storytelling

Analytical thinking

Statistical analysis

Python (pandas, statsmodels)

Excel

A/B testing

Time series forecasting

Data storytelling

Communication

Education

Bachelor's degree in data analytics or related field

Tools

Tableau

PowerBI

Superset

Python

Excel

Job description

Upgrade, Inc. is seeking a Data Analyst II to join the Operations Analytics team at our Phoenix service center.

You will analyze large data sets, build predictive models, design dashboards, and partner with operations leaders to define KPIs that guide decision making. You will apply statistics, forecasting, and data visualization to improve capacity planning, workload forecasting, and customer experience analytics.