Senior Analyst, Contact Center (Hybrid)

Purple is a digitally-native vertical brand with a mission to help people feel and live better through innovative comfort solutions. To us, comfort means more than great products, it means empowering every employee to feel comfortable being themselves. We believe your career at Purple will be a one-of-a-kind "Career in Comfort" because our workforce is one-of-a-kind. We are committed to a culture of collaboration where every voice is heard and understood. As an innovation company at our core, we believe a diversity workforce brings better insights, solutions and products and serves as the backbone to bettering our company. Join with us as we add to our team of exceptional individuals who will help us take over the world - one mattress at a time.

Compensation

The compensation target for this role is: $85,000 - $100,000

Job Summary

The Senior Analyst, Contact Center serves as Purple's go-to expert in contact center analytics, owning advanced reporting and analytical initiatives from design through execution. This role partners with senior leadership to shape analytical strategy, apply sophisticated data modeling, and turn complex datasets into insights that drive operational and strategic decisions. The Senior Analyst leads complex data projects end to end, proactively surfaces improvement opportunities, and champions innovative solutions that sharpen contact center performance. This is a high-impact role for an expert-level analyst who also enjoys mentoring others.

Job Description

How you'll shape the future of comfort

• Lead complex analytics projects from data acquisition to insight delivery, aligned with business priorities.
• Serve as a primary analytics consultant to contact center leadership, translating findings into clear recommendations.
• Analyze large, diverse datasets to uncover trends, performance gaps, and predictive indicators.
• Design and implement automation and advanced analytics solutions, including machine learning models and statistical analysis.
• Own data governance for contact center analytics, including prioritizing requests and migrating to new data sources.
• Develop and maintain enterprise-grade BI dashboards, reports, and KPIs for executive stakeholders.
• Mentor junior analysts on data modeling, SQL optimization, and visualization best practices.
• Partner with Data Engineering, Workforce Management, IT, and Customer Experience to support evolving data needs.

What we're looking for

• BA/BS in Analytics, Data Science, or a related field (Master's preferred), or equivalent experience.
• 4+ years of progressive analytical experience, including 2+ years in a senior or lead analytics role.
• 3+ years of experience with contact center data, systems, and analytics.
• Advanced proficiency in SQL and at least one scripting language (Python or R).
• Expertise in BI tools such as Power BI, Tableau, or Looker.
• Advanced skills in predictive modeling, forecasting, and statistical analysis.
• Excellent communication skills with the ability to influence across all levels of the organization.

Even Better if...

• Experience with contact center technologies (inContact, Zendesk, NetSuite) and WFM/WFO platforms (NICE IEX, Verint, Calabrio).
• Experience with speech/text analytics tools (Nexidia, Level AI) and integrating structured and unstructured data.
• Expertise in sophisticated chat configurations, including AI/bot integration and multi-system workflows.
• Expert-level Excel skills (Power Query, Power Pivot, macros).
• Strong leadership and project management capabilities.

BENEFITS AND PERKS

• Medical, Dental, Vision

• 401(k) Match

• Flexible PTO

• Earn a Mattress

• Purple Swag

• Amazing Purple Products

WHY WORK AT PURPLE?

• Make your mark: We value innovative thinking. At Purple, you will be empowered to bring your ideas to life as we work together to improve people's lives through comfort.

• Gain unique experience: Be a part of one of the fastest growing companies in Utah! The contributions you make will matter at Purple as the company continues to grow with you.

• Awesome culture: Join the tight-knit team at Purple and you can enjoy working alongside industry experts, making close friends, and annual employee appreciation events.

Purple 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.

This policy applies to all terms and conditions of employment.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.