Data Analyst

Hybrid Data Analyst

Contact Center Analytics & Conversational Intelligence (BPO)

Hybrid‑Remote position – required on‑site 3 days a week at either Southington, CT or Livingston, NJ.

Data Analyst Job Description

The Data Analyst is responsible for providing insights for the client regarding consumer sentiment, explaining how these insights can solve issues or drive improvements. Strong communication skills and curiosity to explore data are essential. The role involves uncovering insights, summarizing findings into clear, concise, actionable takeaways, and heavily utilizing Tableau to visualize trends and create user‑friendly dashboards for stakeholders.

Responsibilities

• Provide regular updates on consumer feedback and discover any rising trends
• Communicate regularly with the client to understand their reporting needs
• Utilize Tableau and Excel for data analysis
• Create, modify, and run reports for various aspects of the business as needed
• Create and maintain Tableau dashboards & visualizations
• Troubleshoot and repair any issues that arise in data sources, visualizations, and/or dashboards
• Monitor feedback for new products and provide monthly updates to brand stakeholders
• Create content & materials for presentation decks to be presented to the client
• Respond quickly to ad‑hoc reports and questions from client or brand teams

Internal Responsibilities

• Facilitate weekly Focus Groups with agents to discuss any rising trends or new issues
• Analyze, summarize, and present data to the internal leadership team weekly
• Generate reports for agent productivity weekly (marketing statement report)
• Update volumes for Capacity Planning reporting & Percentage of Contact reporting (monthly)
• Update Stella Consumer Survey results & dashboard monthly
• Provide visualizations and supporting charts for Quarterly Business Reviews

Skills to Have

• Comfortable communicating with clients and asking questions to ensure accurate delivery and alignment on processes/approaches
• Advanced understanding of Excel, including complex formulas & lookups
• Advanced understanding of Tableau
• Clear and professional writing skills
• Ability to multi‑task and balance multiple projects

Visa Sponsorship

Unfortunately, we are unable to sponsor any residency visas at this time.

EEO Statement

We are an equal‑opportunity employer. We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, ancestry, age, disability, veteran status, or any other status legally protected by federal, state, or local law.