Senior Contact Center Analytics Lead

Tally; San Francisco (CA); Hybrid; USD 105,000 - 160,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) match

Wellness programs

Flexible time off

Parental leave

Job summary

Happen Bank, a leader in financial services, seeks a Sr Operations Analytics Manager for the Contact Center Analytics team. You will own KPI analysis (handle time, adherence, occupancy, service level), build dashboards in Tableau/Power BI, and transform insights into actionable recommendations for operational leaders.

You will manage a flexible portfolio, partner with stakeholders, and apply AI tools to speed work while maintaining data integrity and clear storytelling.

Qualifications

• 3–5 years of experience in analytics, BI, or operations analytics with a bachelor’s degree or equivalent.
• Hands-on ability to compile, analyze, and summarize large data sets into insight.
• Experience leading complex analytical projects and influencing stakeholders.

Responsibilities

• Analyze contact center KPIs to spot trends, diagnose root causes, and flag issues.
• Develop dashboards and reporting in Tableau or Power BI for real-time performance views.
• Collaborate with partners to scope questions and drive decisions without direct authority.
• Manage a high-volume portfolio, reprioritizing as business needs shift.
• Use AI tools to speed up analysis while ensuring data quality and appropriate human judgment.
• Present findings as clear data stories that translate analysis into action.

Skills

SQL

Python

SAS

R

Tableau

Power BI

Data storytelling

Stakeholder management

Education

Bachelor's degree or higher

Tools

Tableau

Power BI

AI tools

Job description

Happen Bank, a leader in financial services, seeks a Sr Operations Analytics Manager for the Contact Center Analytics team. You will own KPI analysis (handle time, adherence, occupancy, service level), build dashboards in Tableau/Power BI, and transform insights into actionable recommendations for operational leaders.

You will manage a flexible portfolio, partner with stakeholders, and apply AI tools to speed work while maintaining data integrity and clear storytelling.