Data Analyst
3 days ago
SiriusXM is seeking an experienced Data Analyst to join our team in Contact Centre Reporting and Analytics.
Job SummaryThis position will be accountable for the day-to-day analytics of inbound, chat and outbound 3rd party vendor performance. The role will focus on analyzing performance metrics and providing meaningful insights to support business plans and maximize performance.
Main Responsibilities- Provide actionable analysis and performance insights to drive business decisions.
- Foster a customer-centric attitude and build effective relationships with stakeholders.
- Critically evaluate information from multiple sources and provide recommendations.
- Support the launch of new programs through incentive models and reporting dashboards.
- Analyze vendor performance and identify trends, opportunities, and concerns.
- Provide feedback and market intelligence to Operations, CRM, Workforce Training, and Quality teams.
- Create and monitor Call Centre performance reports.
- Analyze incentive programs and deliver key insights and strategic recommendations.
- Prepare detailed reports and trend analysis for decision-makers.
- Act as a liaison with Call Centre Operations, Aftermarket, Conversion, and Information Technology teams.
- On-going auditing of systems to ensure data accuracy and agent compliance.
- Bachelor's degree in data science, computer science, statistics, mathematics, or a related field.
- 2+ years of experience in data analysis, modelling, or governance.
- Proficiency in SQL, Python, Excel, and BI tools like Power BI or Tableau.
- Strong analytical and quantitative skills, including communication skills.
The estimated salary for this position is $85,000 - $105,000 per year, depending on qualifications and experience.
How to ApplyTo apply for this position, please submit your application through the usual channels.
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