Senior Analytics Lead, Contact Center

Purple; Draper (UT); On-site; USD 85,000 - 100,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) Match

Flexible PTO

Earn a Mattress

Purple Swag

Amazing Purple Products

Job summary

Purple in Utah is seeking a Senior Analyst, Contact Center to own advanced reporting and analytics from design to delivery. You will partner with senior leadership to shape analytics strategy, build data models, and translate complex data into actionable insights that improve contact center performance.

You will lead end-to-end analytics projects, mentor peers, and develop enterprise-grade dashboards and KPIs for executives, while collaborating with Data Engineering, IT, and Customer Experience

Qualifications

• BA/BS in Analytics, Data Science, or a related field (Master’s preferred), or equivalent experience.
• 4+ years of progressive analytical experience, including 2+ years in a senior or lead analytics role.
• 3+ years of experience with contact center data, systems, and analytics.
• Advanced proficiency in SQL and at least one scripting language (Python or R).
• Expertise in BI tools such as Power BI, Tableau, or Looker.
• Advanced skills in predictive modeling, forecasting, and statistical analysis.
• Excellent communication skills with the ability to influence across all levels of the organization.

Responsibilities

• Lead complex analytics projects from data acquisition to insight delivery, aligned with business priorities.
• Serve as a primary analytics consultant to contact center leadership, translating findings into clear recommendations.
• Analyze large, diverse datasets to uncover trends, performance gaps, and predictive indicators.
• Design and implement automation and advanced analytics solutions, including machine learning models and statistical analysis.
• Own data governance for contact center analytics, including prioritizing requests and migrating to new data sources.
• Develop and maintain enterprise-grade BI dashboards, reports, and KPIs for executive stakeholders.
• Mentor junior analysts on data modeling, SQL optimization, and visualization best practices.
• Partner with Data Engineering, Workforce Management, IT, and Customer Experience to support evolving data needs.

Skills

SQL

Python

Education

BA/BS in Analytics or Data Science

Master’s degree preferred

Tools

Power BI

Tableau

Looker

Job description

Purple in Utah is seeking a Senior Analyst, Contact Center to own advanced reporting and analytics from design to delivery. You will partner with senior leadership to shape analytics strategy, build data models, and translate complex data into actionable insights that improve contact center performance.

You will lead end-to-end analytics projects, mentor peers, and develop enterprise-grade dashboards and KPIs for executives, while collaborating with Data Engineering, IT, and Customer Experience