Contact Center Data Analyst

Overview

Compensation: $55,000 - $70,000 based on experience and credentials

Work Environment: Hybrid

Schedule: Monday through Friday between the hours of 8:00 AM – 6:00 PM (flexible hybrid)

The Contact Center Data Analyst plays a pivotal role in advancing operational excellence through data-driven insights, process optimization, and technology enablement. This position collaborates closely with Workforce Management (WFM), Contact Center leadership, and cross-functional teams to uncover opportunities for automation, streamline operations, and elevate the member experience. The Contact Center Data Analyst combines strong analytical capabilities with a strategic mindset to influence staffing strategies, guide technology investments, and refine business processes.

Responsibilities

• Collaborate with WFM, Contact Center leadership, and cross-functional teams (Data Analytics, Technology, Finance, Member Experience) to identify opportunities for automation, process improvement, and data-driven solutions
• Define, manage, and implement Data Governance standards to ensure accuracy, consistency, and trust in all reporting and analytics
• Develop and build a centralized analytics function that integrates data from multiple systems to deliver insights into member behavior, contact drivers, and operational outcomes
• Design, maintain, and deliver dashboards, scorecards, and reporting tools that enhance decision-making by highlighting trends, risks, and opportunities for action, with a strong emphasis on driving user adoption
• Translate analytics into clear, actionable recommendations that guide staffing strategies, technology investments, and process improvements
• Support forecasting, scheduling, and capacity planning through data collection, analysis, and reporting
• Leverage AI and automation to enhance forecasting, scheduling, and real-time decision-making while reducing manual intervention
• Continuously optimize workforce and analytics platforms, ensuring tools are configured, integrated, and fully utilized
• Contribute to application strategy and product roadmaps for Contact Center operations
• Partner with Data Analytics and IT teams to ensure integration of WFM systems and data sources
• Evaluate and implement emerging technologies that strengthen workforce efficiency, predictive insights, and reporting automation
• Gather, document, and validate business requirements for WFM-related projects and technology solutions

Provide project support, including scope definition, documentation, and testing for MCC initiatives

Qualifications

• Bachelor’s degree in business, finance, economics, or other data science discipline, graduate degree preferred (A comparable combination of work experience and training may be substituted for education requirements.)
• Minimum of 2 years of experience in data analysis
• Minimum of 2 years in the financial services industry
• Working knowledge of Workforce Management and Contact Center Communication concepts and applications (Verint and Genesys preferred)
• Experience writing complex queries, views, and stored procedures to extract data
• Able to troubleshoot and analyze tables to establish knowledge of data for accurate retrieval and use in report writing
• Must have working knowledge and experience with data analysis, statistical modeling, and regression analysis, preferably in a contact center space
• Advanced knowledge of Microsoft Power BI: Capable of building dashboards, data models, and interactive reports for business insights
• Power User of Microsoft Excel: Expert in data analysis, pivot tables, VLOOKUP, conditional formatting, advanced formulas, and Power Queries
• Basic understanding and ability to build proficiency in Visual Studio, Microsoft SQL Server 2012, SQL Server Reporting/ Report Builder, SQL Server Integration Service, and Microsoft SharePoint

Benefits

• Financial Well-Being: Bonus Program up to 12%, 401K Matching up to 8%, Retirement Planning, Pay Increases based on Competency, Employee Loan Discounts, Flex Spending Accounts
• Wellness: Medical Coverage, Dental and Vision Coverage, Access to 4,000+ Gyms, Mental Health Resources, PTO Wellness Days, Short Term and Long Term Disability Coverage
• Work-Life Balance: 11 Paid Holidays, 3 weeks of Paid Time Off, 4 weeks of Paid Parental Leave, Birthday PTO
• Community Involvement: Paid Volunteer Hours
• Growth: Degree Assistance up to $5,000 per year

For more information, including additional benefits, please visit our benefits website at https://careers.suncoastcreditunion.com/benefits

Company Overview

Suncoast Credit Union is consistently chosen as a Tampa Bay Times Top Workplace because its employees genuinely #LOVEWORK! Employees flourish in an inclusive culture celebrating growth and prioritizing the community.

For more information, please visit our careers site at https://careers.suncoastcreditunion.com/