Senior Data Analyst — IT Call Center Performance

Spry Methods; United States; On-site; USD 117,000 - 123,000; Full time

Job summary

Spry Methods seeks a Senior Data Analyst to lead performance reporting for the Nashville IT Call Center. You will design dashboards, analyze call data, and drive governance to improve service levels and customer outcomes.

You will collaborate with program leadership and government stakeholders, deliver actionable insights, and mentor analysts while ensuring data quality and consistent reporting standards.

Qualifications

• Seven years of data analysis, BI, or reporting experience with increasing responsibility.
• Experience designing enterprise performance measurement frameworks and executive dashboards.
• Advanced data visualizations using Power BI, Tableau, or similar tools.

Responsibilities

• Lead as the Nashville IT Call Center site analyst for performance reporting and governance.
• Design, develop, and maintain dashboards, scorecards, and reports on call center metrics and SLA.
• Analyze call volumes, handle times, first call resolution, and customer satisfaction.
• Prepare executive briefings and performance summaries with clear insights.
• Mentor junior analysts and support analytical skill development.

Skills

Power BI

Tableau

SQL

Excel

Data Visualization

Education

Bachelor’s degree in Data Analytics, Business Administration, IT, Statistics, Mathematics or related field

Tools

ServiceNow

Remedy

ETL tools

SQL Server

Job description

Spry Methods seeks a Senior Data Analyst to lead performance reporting for the Nashville IT Call Center. You will design dashboards, analyze call data, and drive governance to improve service levels and customer outcomes.

You will collaborate with program leadership and government stakeholders, deliver actionable insights, and mentor analysts while ensuring data quality and consistent reporting standards.