Remote: Contact Center Analytics Analyst II

GM Financial; United States; Remote; USD 61,000 - 110,000; Full time

Job summary

GM Financial is seeking a Business Analyst II to design and maintain dashboards, automated reporting, and performance scorecards that reveal insights into Contact Center operations. You will translate complex data into strategic recommendations and collaborate across GM teams to drive efficiency and better customer outcomes.

You’ll engage with stakeholders to gather requirements, analyze data, and deliver analytics that support informed decision-making in a remote-friendly role with competitive

Qualifications

• 3+ years of experience with data mining and query tools.
• 2+ years of SQL development and data analysis.
• 1+ years of Python and/or SPSS preferred.
• Contact Center Analytics experience preferred.
• Bachelor’s Degree in related field or equivalent work experience.

Responsibilities

• Contribute to design, development, and implementation of Contact Center reporting.
• Perform qualitative and quantitative analyses of KPIs to deliver insights.
• Develop and validate performance scorecards and reporting accuracy.
• Establish reporting standards and data integrity across departments.
• Collaborate cross-functionally to gather requirements and translate data into insights.

Skills

Analytical thinking

Problem solving

Communication

Presentation

Collaboration

Education

Bachelor's Degree in related field

Tools

Power BI

Excel

SQL

ETL

Python

SPSS

Data modeling

Databases

Job description

GM Financial is seeking a Business Analyst II to design and maintain dashboards, automated reporting, and performance scorecards that reveal insights into Contact Center operations. You will translate complex data into strategic recommendations and collaborate across GM teams to drive efficiency and better customer outcomes.

You’ll engage with stakeholders to gather requirements, analyze data, and deliver analytics that support informed decision-making in a remote-friendly role with competitive