The Data Analyst , Process Operations is primarily focused on operational reporting for field operations and the contact center, data analysis , and performance measurement rather than the traditional business intelligence development. The role will work extensively with Microsoft Excel, Power Query, and SQL to prepare, analyze , validate , and communicate business performance information.
**The ideal candidate will have experience within the telecommunications industry and familiarity with operational and enterprise systems such as Five9, Amdocs, JIRA, WIRE, and Cognito, as well as an understanding of field operations and contact center data and performance metrics**
Duties / Responsibilities:
- Develop, maintain, and enhance recurring operational reports and performance metrics support telecommunications field operations, contact center operations, product launches, and other business functions.
- Analyze and report on telecommunications operational metrics, including field productivity , technician productivity, technician performance, work orders, completion rates, utilization, scheduling, quality, call volume, handle time, service levels and other applicable KPIs.
- Analyze and report on contact center metrics and performance data, including call volume, average handle time, service level, abandonment rate, adherence, quality , and other applicable operational measures.
- Present analytical findings and reporting results to stakeholders at various levels of the organization and adjust the level of detail and communication style based on the audience.
- Monitor recurring reporting and performance metrics to identify changes in business performance and proactively communicate significant trends, anomalies, or concerns.
- Research and evaluate new analytics methodologies, approaching, reporting techniques, and solutions that may improve operational reporting and decision-making.
- Utilize and work with data from various telecommunications , field operations, contact center, operational , and workflow management systems , including Five9, Amdocs, WIRE, JIRA , Cognito and other enterprise systems as applicable.
- Other duties as required or assigned.
Minimum Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Bachelor’s degree in Data Analytics, Computer Science, Mathematics, or a related field required
- 1+ years of experience in data analysis
- Strong proficiency in Excel skills
- Familiarity with telecommunications and operational systems , preferably including Amdocs, Five9, JIRA , WIRE, and Cognito.
- Experience with field operations and contact center metrics - particularly data from Amdocs and Five9
- Strong working knowledge of SQL , including the ability to write queries to retrieve, filter, join, aggregate, and analyze data.
- Experience with Power Query for data extraction, transformation, and automation.
- Strong analytical, problem-solving, and communication skills
- Experience applying mathematics and statistics to achieve business objectives
- Six-Sigma a plus
BENEFITS:
We truly appreciate and value all our employees and show our appreciation by offering a wide range of benefits, including:
- Comprehensive Healthcare/Dental/Vision Plans
- 401K Retirement Plan with Company Match
- Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!)
- Paid Volunteer Time
- Paid Parental Leave
- Hotwire Service Discounts – for employees who live on a property serviced by Hotwire. Discounted service offerings are provided for high-speed internet, video service, phone, and security service
- Employee Referral Bonuses
- Exclusive Entertainment Discounts/Perks
Hotwire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
#LI-DD1