Experienced Senior Analyst for Contact Center Operations – Data Analysis and Strategic Planning for Enhanced Customer Experience

Introduction to Blithequark

Are you ready to explore a world of possibilities, both at work and during your downtime? Join the blithequark family, and you'll venture to the far corners of the planet, grow your expertise, and become the best version of yourself. As you embark on a new journey, you'll tackle challenges with flexibility and elegance, mastering new skills and propelling your career while having a great time. Feel free to enhance both your personal and work life and jump start your career with blithequark!

About the Role

This position is part of the Contact Center Planning, Reporting, and Operations Group within the Client Division at blithequark. As a Senior Analyst, you will be responsible for providing data and analysis support to one or more contact centers. Your expertise will be crucial in driving business decisions and improving the overall customer experience.

Key Responsibilities

• Supports key initiatives for Contact Center Training through measurement and analysis of key performance metrics
• Performs complex quantitative analysis on a wide range of contact center disciplines to identify insights and support policy direction
• Produces standard reports and supports high-value analysis focused on better understanding our customers and strategies to improve the overall contact center experience and bottom-line revenue
• Participates in the development of an overall analytics strategy for the organization and leads highly visible initiatives across multiple departments to support the strategy
• Serves as the owner of at least one contact center data discipline, acting as the primary point of contact for data requests, metadata, and statistical analyses
• Serves as the liaison between Mosaic and the Contact Center Planning team, developing new data sources and administering upgrades to existing databases
• Works with colleagues to help define KPIs and data sources for newly developed policies and products

Requirements for Success

To excel in this role, you will need:

Essential Qualifications

• Bachelor's degree
• 3 years of related work experience
• 3 years of experience in data extraction, manipulation, and analysis from social databases
• Experience with data extraction tools and techniques (SQL, SAS, Access, etc.)
• Experience using internal data warehouses (e.g., Mosaic) for data extraction, analysis, and reporting

Preferred Qualifications

• Graduate degree
• Experience creating solutions on a Big Data platform using tools like Hadoop, Impala, Kylo, and ZoomData
• Experience with Azure Databricks and SSMS an plus
• Experience in one or more of the following programming languages - SAS, Python, R, along with related development environments (e.g., R-Studio, JupyterHub, PyCharm, etc.)
• Certified Data Scientist

Skills and Competencies

To succeed in this role, you will need:

• Strong project management skills, including experience managing projects across departments
• Proficient with Microsoft Office applications (MS Excel, Access, and PowerPoint); advanced knowledge of Microsoft Excel and Power BI is desirable
• Able to write SQL queries in at least one SQL dialect (e.g., MSSQL, MySQL, etc.)
• Advanced proficiency in problem-solving, including the ability to structure a suitable analytical framework reasonably
• Excellent leadership and collaboration skills with proven ability to work effectively in diverse situations

What We Offer

At blithequark, we offer a comprehensive range of benefits, including:

• Medical benefits: On the very first day, you'll have access to your health, dental, prescription, and vision benefits to help you stay great
• Wellness programs: We want you to be your best self - that's why our wellness programs provide you with the right tools, resources, and support you need
• 401(k) program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year
• Additional benefits: Other great benefits include our Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more

Diversity and Inclusion at Blithequark

From the colleagues we hire to the customers we serve, inclusion and diversity are the foundation of the unique workforce at blithequark. Our 20+ Employee Business Resource Groups are focused on connecting our colleagues to our customers, suppliers, communities, and shareholders, helping colleagues reach their full potential and creating an inclusive workplace to address and exceed the challenges of our diverse world.

Conclusion

Are you ready to feel a tremendous sense of pride and fulfillment as you do your part to keep the largest airline in the world running smoothly as we care for people on life's journey? Feel free to be yourself at blithequark and join our team of dedicated professionals. Apply now to take the first step towards an exciting and rewarding career with blithequark!