Senior Data Analyst — IT Call Center Insights Lead

Spry Methods, Inc.; Nashville (TN); On-site; USD 95,000 - 135,000; Full time

Job summary

Spry Methods, Inc. is seeking a Senior Data Analyst to lead analytics for the Nashville IT Call Center. You will own performance reporting, develop dashboards, and drive data governance to improve service delivery and customer outcomes.

The role requires advanced BI skills, strong stakeholder communication, and a knack for turning complex data into actionable insights to guide leadership decisions and continuous improvement.

Qualifications

• Bachelor's degree in a data-focused field from an accredited institution.
• 7+ years in data analysis, BI, or related roles with progressive responsibilities.
• Experience designing enterprise performance measurement and executive dashboards.
• Proven ability to develop advanced visualizations and reporting solutions.
• Experience with government contracting and federal program contexts.
• Strong written and verbal communication with executive audiences.

Responsibilities

• Serve as lead analyst for the Nashville IT Call Center, managing performance reporting and governance.
• Design and maintain dashboards and reports on call center performance, SLA, and CX.
• Analyze call volumes, trends, handle times, first call resolution, and satisfaction.
• Prepare customer-facing reports and executive briefings with clear insights.
• Provide data-driven recommendations to leadership and stakeholders.
• Lead process improvements and mentor junior analysts.
• Support workforce planning and capacity analysis with operations leadership.
• Coordinate reporting standards and data definitions with HQ teams.

Skills

SQL

Power BI

Tableau

Excel (Advanced)

Data analysis

Stakeholder communication

Governance

Mentoring

Operational reporting

Government contracting

Education

Bachelor's degree in Data Analytics, IT, or related field

Tools

ServiceNow

Remedy

ETL tools

Python

R

Job description

Spry Methods, Inc. is seeking a Senior Data Analyst to lead analytics for the Nashville IT Call Center. You will own performance reporting, develop dashboards, and drive data governance to improve service delivery and customer outcomes.

The role requires advanced BI skills, strong stakeholder communication, and a knack for turning complex data into actionable insights to guide leadership decisions and continuous improvement.