100% Remote Responsible for providing data analysis to recommend actions of a moderately complex nature to improve business processes to management. • Gather, validate, and analyze data, to successfully manage internal performance reporting and messaging for Operations • Analyze lost productivity within our BPO vendors and estimate budgetary impacts • Compile and analyze interval call volume data and lost productivity risks and make short term schedule recommendations to create operational efficiencies • Own agent performance scorecards, published monthly, to assist management with performance management • Track overtime from a productive and budgetary perspective and forecast expected monthly expense and requirements • Present weekly staffing changes and assist in determining staffing needs to meet operational goals • Assist with labor requirement forecasting and make recommendations on the timing of staff additions based on historical behaviors • Perform frequent ad hoc reporting on demand to assist Operations management with decision making Qualifications • 3 years overall data analysis experience with proven experience in SQL, R, PowerBI, Looker or other data management/visualization tools. • Bachelor’s degree in Mathematics, Economics, Computer Science, or similar field. • Ability to mine data, compile and manipulate in multiple systems/programs and analyze results • SQL (Snowflake) • R • Looker • PowerBI • Python • Ability to create effective presentations for management. • Excellent communication skills