Data Scientist

Job Description

Essential Functions/Core Responsibilities

• Reviews customer satisfaction and other operational metric results on a daily/weekly/monthly basis to identify trends in performance; produces monthly management reports

• Analyzes qualitative and quantitative data and identifies performance improvement opportunities via Microsoft Pivot tables, cross-tabs or via other tools

• Determines areas for focus and conducts analyses to understand the drivers of performance gaps

• Coordinates with statisticians for development of key driver analysis, statistical linkages and calibration between customer satisfaction and other operational metrics such as quality, average handle time

• Coordinates data feeds with Operations to provide data for analysis

• Supports relationship-building with peers in Operations to understand current operational processes and identify possible gaps that may be contributing to lower key metric results; serves as an extension of the Operational team; may document operational processes as input to improvement initiatives

• Facilitates and conducts root cause analysis to determine the underlying drivers behind performance gaps. Root cause may include on site observation, interviews, and process documentation

• Facilitates action planning sessions with Call Center Operations or other stakeholders. Aids in developing recommendations involving operational changes that are expected to improve results; assists in testing of new/revised processes

• Facilitates the implementation of action plans in collaboration with Call Center Operational units

• Develops updates to reflect current status of activities; monitors progress against action plans and contributes to decisions to ensure goals are met; monitors call center operational performance on goals and objectives; isolates initiative effectiveness on improving key performance metrics

• Produces documentation of key insights, solution recommendations, solution business cases and action plan results for incorporation into internal or client reviews; interacts with external clients to present analytic results and solution recommendations

• Identifies problems that may jeopardize the analysis or program and works with manager to determine contingency plans

• Contributes to decisions regarding analytic design, information requirements and deliverable schedules

Candidate Profile

• Bachelor’s degree in related field from a four-year college or university with two to four years related experience preferred

• 4+years of overall Analytical thinking and analytic aptitude; ability to apply quantitative data analysis techniques to improve work processes

• Strong attention to detail

• Sense of professionalism and ability to develop relationships

• Strong communication skills, both written and verbal

• Strong customer service orientation

• Ability to work in an environment where activities and deliverables are dependent on a diverse group of technical and business functional experts

• Ability to work an emerging and rapidly changing environment

• Demonstrated ability to multi-task, prioritize, and meet timelines on deliverables

• Experience or exposure with statistical concepts and applications, data analysis, call center exposure, customer satisfaction data exposure and/or process consulting experience preferred

• Proficient in Microsoft Office

• Exposure to Six Sigma methodology

• Up to 10% travel may be required