Omnichannel Data Optimization Analyst
$71,750–$141,450 year
Remote · Bethesda, Maryland, United States or Richardson, Texas, United States
Job Summary
Omnichannel Data Optimization Analyst responsible for identifying top call drivers to automate, designing metrics and dashboards, evaluating IVR performance, and supporting the AWS Cloud Call Center migration. Requires hands-on expertise with Power BI, SAS, SQL, IVR analytics, Nuance data, and ETL processes; experience leading data-driven improvements in call center operations; 5+ years of related experience; Bachelor's degree in a quantitative field (Master's preferred). Hybrid work arrangement: in-office three days per week in Richardson, TX, with remote-work options within the US; sponsorship available.
Required Qualifications
- Bachelor's degree in Data Science, Statistics, Computer Science, or related field
- Minimum of 5 years of experience in call center data analysis or related role
- Proficiency in Power BI for data visualization and reporting
- Advanced knowledge of SAS and SQL for data analysis and manipulation
- Experience in IVR analysis and performance measurement
- Familiarity with Nuance data, ETL processes, and data analysis
- Preferred: Python for advanced data analysis and automation
- Six Sigma certification or experience in process improvement methodologies
- Strong analytical, problem-solving, and communication skills
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