Data Analyst - REMOTE

Senior Data Analyst – Contact Center Performance Job Title:Senior Data Analyst, Contact Center Reports To:VP of Managed Services & Support Location:Remote Why We’re Different: ACLIVITI doesn’t just advise clients - we co-create their vision, align internal teams, and help them stay ahead of what’s next. We are a vendor-neutral consultancy that helps enterprise organizations define strategy, lead execution, and provide ongoing support - all while aligning stakeholders and delivering outcomes that matter. We Are: • Experts in customer experience delivering operational and technical transformation • Strategic partners who stay engaged before, during, and after implementation to ensure objectives are achieved • Boardroom translators - connecting CX vision, technical platforms, and financial value • Outcome-driven professionals who know 95% of spend is on human capital, not just tech • Remote-first and cross-functional, with deep expertise across industries Our Clients Are: • Enterprise organizations modernizing their customer engagement ecosystem • CX, IT, Operations, and Finance leaders seeking true stakeholder alignment • Teams navigating complex transformation programs with high visibility and high stakes • Businesses who need business cases, vendor guidance, and enterprise-class execution • Companies looking to optimize revenue & cost models, reduce friction, and drive customer growth How We Solve: We lead clients through a continuous improvement cycle with three integrated service areas: Strategy: We help clients define where they’re going - and how to get there. • Customer Experience Design • Performance Optimization • Transformation Capabilities Execution: We lead execution across people, platforms, and processes. • Technical Platform & Capabilities • Operational Management • Data & Analytics Managed Solutions & Support: We stay engaged post-launch to ensure long-term success. • Operational & Technical Oversight • Outcome & Expense Management • Artificial Intelligence & Data Segmentation Position Summary We are seeking an experienced Senior Data Analyst to lead advanced analysis of contact center performance and customer interaction data. This role is responsible for uncovering actionable insights from KPIs, call intent data, and customer feedback to improve customer experience (CX), optimize operations, and support strategic decision-making. The Senior Data Analyst will also work closely with cross-functional teams — including Operations, Workforce Management, QA/Training, and IT — to help stakeholders understand, interpret, and apply data in a way that drives measurable business outcomes. Key Responsibilities Data Analysis & Insights • Analyze and interpret contact center KPIs (AHT, ASA, FCR, CSAT/NPS, Service Level, Abandon, Transfers, Occupancy, Shrinkage). • Conduct deep-dive root cause analysis to identify volume drivers, repeat contacts, compliance risks, and performance gaps. • Evaluate contact intent data (AI-driven multilevel and human-captured) and speech/text analytics to understand customer behavior and call drivers. • Translate findings into quantifiable opportunities for efficiency, self-service containment, and customer experience improvements. Reporting & Visualization • Build and maintain dashboards, reports, and scorecards using Power BI, Tableau, or equivalent BI tools. • Develop clear data visualizations that connect KPIs to outcomes and root causes. • Deliver executive-ready reports that simplify complex analyses into key takeaways. Cross-Functional Collaboration • Partner with leaders in Operations, WFM, QA, Training, and IT to ensure insights are actionable and aligned to functional goals. • Guide team members across functions in understanding and interpreting data, helping them apply insights to process changes and performance improvements. • Participate in executive discussions and client-facing presentations, providing clear data-driven recommendations. Strategic Support • Support development of business cases and ROI models for technology investments (AI/IVA, workforce optimization, CRM upgrades, KM enhancements). • Identify emerging trends in contact center performance to inform strategic planning and transformation initiatives. Qualifications Required: • Bachelor’s degree in Data Analytics, Business, Economics, or related field (Master’s preferred). • 5+ years of experience in data analytics, with at least 3 years focused on contact centers or customer experience analytics. • Strong knowledge of contact center operations and KPIs. • Proficiency with BI/reporting tools (Power BI, Tableau, or similar). • Strong SQL and/or Python skills for data extraction, cleaning, and transformation. • Experience with speech/text analytics or contact intent platforms (AI-driven and human-captured). • Excellent communication skills; ability to translate analytics into actionable insights for both technical and non-technical stakeholders. Preferred: • Experience with Nexidia Analytics, NICE Enlighten, or equivalent interaction analytics platforms. • Familiarity with major contact center technology platforms (NICE, Genesys, Five9, Amazon Connect, Cisco). • Exposure to predictive analytics, forecasting, or machine learning techniques. Key Competencies • Analytical Rigor:Adept at deep analysis with accuracy and attention to detail. • Business Acumen:Strong understanding of contact center operations and customer behavior. • Storytelling with Data:Ability to distill complex datasets into clear narratives and recommendations. • Cross-Functional Enablement:Helps stakeholders understand and apply insights to improve outcomes. • Communication:Confident in presenting insights to executives and frontline leaders alike. Success Metrics • Quality, clarity, and usability of analysis delivered to stakeholders. • Business adoption of insights leading to measurable performance improvements (CX, efficiency, cost). • Increased data literacy and confidence among cross-functional teams. • Contribution to strategic initiatives such as AI adoption, digital containment, or workforce optimization. You will love our culture if you are: • An ambitious intrapreneur who loves building new things. • Someone that loves technology, process as well as numbers – and all the space in between – to figure out the right balance of features, functionality, and affordability for each client • Comfortable communicating through a variety of mediums with many different audiences and objectives • Great at anticipating and solving problems – individually, internally, and for our clients • An organized self-starter who is always eager to learn something new • Comfortable adapting to new situations and solving new problems with the pace and occasional ambiguity that occurs in high-growth businesses • A positive force who enjoys working closely with new people and exploring new ideas • Driven by seeing your work have a direct impact ACG has a competitive benefits package including: • 100% coverage of employee health care, vision, and dental insurance • HSA & FSA plans available • Disability & Voluntary Benefits available • 401(k) plan with a 4% employer match • Generous variable comp opportunity • Work-from-home monthly incentive • Inclusive remote working environments • Team Lunch-n-learns, monthly events & happy hours