SQL-Driven Contact Center Analytics Pro

Insight Global; Sunnyvale (CA); On-site; USD 110,000 - 170,000; Full time

Job summary

Insight Global is seeking an experienced Operational Analytics professional to support and scale customer support and contact center operations. You will leverage SQL-driven analysis to turn complex data into actionable insights that improve efficiency, quality, and customer experience.

The role requires hands-on work with contact center data, dashboards, and reports, plus strong communication skills to translate technical findings to non-technical stakeholders in a fast-paced environment in

Qualifications

• 5+ years of experience in operational analytics or data analytics for customer support.
• Hands-on experience with SQL and data modeling for multi-source datasets.
• Ability to translate data into actionable recommendations.
• Experience with CRM platforms and contact center data.
• Strong communication skills to explain technical findings to stakeholders.

Responsibilities

• Build and maintain operational dashboards and recurring reports for key support metrics (handle time, resolution time, SLA, FCR, backlog).
• Perform ad hoc analyses to identify trends, agent/queue performance, and quality indicators.
• Deliver narrative insights explaining drivers and actionable opportunities.

Skills

SQL

Data analysis

Contact center data

Communication of findings

Python (a plus)

Tools

Salesforce Service Cloud

Job description

Insight Global is seeking an experienced Operational Analytics professional to support and scale customer support and contact center operations. You will leverage SQL-driven analysis to turn complex data into actionable insights that improve efficiency, quality, and customer experience.

The role requires hands-on work with contact center data, dashboards, and reports, plus strong communication skills to translate technical findings to non-technical stakeholders in a fast-paced environment in