Senior Contact Center Analytics Lead — Hybrid

LendingClub; Lehi (UT); On-site; USD 100,000 - 130,000; Full time

Job summary

Happen Bank in Lehi, Utah seeks a Sr Operations Analytics Manager to lead analysis of contact center KPIs and drive data-driven decisions that enhance member experiences. The role focuses on turning insights into actions through rigorous storytelling and real-time dashboards.

You will manage a dynamic portfolio of analyses, collaborate with partners, and leverage AI tools to improve throughput and accuracy while maintaining data quality. Hybrid work is available with in-office requirements.

Qualifications

• 3-5 years of experience in analytics, business intelligence, or operations analytics.
• Bachelor's degree or higher.
• Proficiency with SQL and BI tools; experience with data pipelines is a plus.

Responsibilities

• Analyze contact center KPIs—volume, handle time, adherence, occupancy, service level—to spot trends and root causes.
• Build and maintain dashboards/reports in Tableau or Power BI for real-time performance visibility.
• Partner with internal and external stakeholders to scope questions, align on priorities, and drive decisions without direct authority.
• Manage a high-volume analytics portfolio, reprioritizing as the business shifts while focusing on member impact.
• Use AI tools to accelerate analysis and improve output, while maintaining data quality and recognizing where human judgment is needed.
• Present findings via clear data stories that translate analysis into actionable steps for leadership.

Skills

SQL

Python

SAS/R

Tableau/Power BI

Data storytelling

BI concepts

Education

Bachelors degree or higher

Tools

Tableau

Power BI

Job description

Happen Bank in Lehi, Utah seeks a Sr Operations Analytics Manager to lead analysis of contact center KPIs and drive data-driven decisions that enhance member experiences. The role focuses on turning insights into actions through rigorous storytelling and real-time dashboards.

You will manage a dynamic portfolio of analyses, collaborate with partners, and leverage AI tools to improve throughput and accuracy while maintaining data quality. Hybrid work is available with in-office requirements.