Sr Analyst, Operational Insights

Sr Analyst, Operational Insights
Bellevue Washington

Exp 5-7 yrs

Deg Bachelors

Relo

Bonus

Occasional Travel

Job Description    

The Operations Insights team is responsible for supporting the Customer Service Organization (Call Centers) by providing business insight and actionable intelligence to drive strategic business recommendations and initiatives. The Sr Analyst provides  analytic  support by dissecting large data sets and structuring a wide range of complex business problems, extracting and analyzing data from a variety of sources, utilizing facts/data to derive a conclusion, and constructing presentations that distill complex analytical findings into communications that are intended to inform and influence executive level audiences. Works independently to develop critical business partnerships to drive cross-functional business engagement, analysis and collaborative issue resolution recommendations.

The Sr. Analyst is an individual contributor who is extremely analytical, thrives on the challenges inherent in dissecting complex problems, who utilizes facts/data to derive conclusions and delivers clear recommendations to improve results. The ideal candidate likes to roll up their sleeves and get their hands dirty with data, spreadsheets, and models. Analytical dexterity and excellent communication skills are critical to success in this position. 

Qualifications       

Bachelor’s Degree or equivalent work experience required

5 years knowledge, or experience working with SAS or other Statistical analysis tools

2+ years experience in a hands on analytical role, with focus on Root Cause Analysis and Behavioral Analysis

Experience in operational analysis of corporate initiatives preferred

Experience in statistical analytics and statistical tools (SAS, R, or other) preferred

Proficient in MS-SQL and 5 years hands-on experience in accessing (Data Mining) and manipulating data from multiple relational databases (Teradata, Oracle, MS-SQL server)

Business Intelligence (BI) Experience

Highly proficient in Excel, Access, and PowerPoint Advanced skills in report development and data analysis is required

Excellent communication skills (verbal and written)

Responsibilities     

Will be responsible for extracting data from multiple sources, manipulating data/data validation, conducting root cause analysis, developing solutions/recommendations and presenting to Sr. Leadership

Requires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management, results focus and inspirational leadership.

Query data from relational databases (Teradata, MS SQL server)

Ability to perform data validation, analysis and modeling (Root Cause Analysis, Behavioral Analysis)

Develop Executive Level presentations and present complex, customized analytic findings to senior management

Lead continuous improvement initiatives for the Call Center (Direct to Customer) Organization

Create and distribute high level business performance reporting

Build cross functional relationships to drive strategic discussions and continuous improvement