Senior Data Analytics Lead - IT Call Center

Koniag Services, Inc.

Nashville (TN)

On-site

USD 90,000 - 130,000

Full time

14 days+

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Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401K with company matching

Flexible spending accounts

Paid holidays

3 weeks PTO

Job summary

Koniag Services Inc. is seeking a Senior Data Analyst to lead the Nashville IT Call Center analytics, performance measurement, and reporting program. You will design and refine dashboards, lead complex analyses, and mentor analysts to deliver high-impact insights for government stakeholders.

The role requires 7+ years in data analytics, strong communication skills, and experience with Lean, Six Sigma, or ITIL frameworks. On-site in Nashville with competitive benefits and security considerations.

Qualifications

Bachelor's degree in Data Analytics, Business Administration, IT, Statistics, Mathematics, or related field.
7+ years in data analysis, BI, or operational reporting.
Experience designing and owning advanced performance measurement frameworks and dashboards for senior leadership.
Experience leading data-driven process improvements in SLA-driven IT service or call center environments.
Experience in federal government contracting is preferred.
Experience mentoring analysts and leading analytics workstreams.

Responsibilities

Own end-to-end development and continuous improvement of the Nashville site performance measurement, reporting, and data governance framework.
Design, develop, and maintain advanced dashboards, scorecards, and analytic reports for real-time visibility into operational performance.
Conduct expert-level analysis of call center data and translate findings into strategic recommendations for leadership.
Lead QA of site-level analytical deliverables including monthly/quarterly performance reports and executive materials.
Serve as Nashville site SME on data analysis and reporting best practices for leadership and cross-functional teams.
Lead data-driven process improvement initiatives using Lean/Six Sigma/ITIL to drive operational outcomes.
Develop and maintain a site-level operational metrics baseline and benchmark against standards.
Collaborate on workforce planning, capacity modeling, and resource allocation to optimize performance.
Ensure data definitions and reporting standards align with enterprise governance across sites.
Develop data standards, dictionaries, and documentation for analytics processes.