Senior Call Center Analyst

About the role

As a Senior Call Center Analyst, you will be a part of our Operations Strategy & Planning team. You will be responsible for building and evolving how we measure the efficiency and effectiveness of our operations activities, as well as developing highly sophisticated automated data analysis in SQL and Tableau. You will drive the continuous development of our operations dashboards and capacity models that drive business intelligence.

You are an expert problem solver and creative thinker.  You can see not only all individual details but also the larger picture. You can understand complex technical projects and translate them into simple business terms using visual dashboards for communication with senior management.  You are reliable, hardworking, smart, and appreciate working in a fast-paced, collaborative environment that rewards ability and empirical results.

What you will do:

• Generate daily, weekly, and monthly team reports of operational health and volume to inform operational leadership
• Define the data requirements and structure to build automated, self-service roll-up reports and partner with Data Engineering to facilitate e2e solutions
• Take ownership of process modeling, improvement, and documentation
• Design and run experiments to drive operational improvements and increase customer satisfaction
• Responsible for developing team capacity modeling and monitoring reports supporting recurring budget reviews with finance

What you’ll bring:

• 4+ years of Data Analytics/Data Science experience
• Consumer behavior and operational analysis experience
• You’ve built large-scale capacity modeling and you’ve provided drill-down executive reporting
• Strong experience with databases and SQL
• Proficiency in business reporting/visualization tools like Tableau or similar tools
• Strong communication and influencing skills, experience presenting findings to cross-functional stakeholders and leadership teams preferred
• Ability to work in a Unix-based operating system (Linux, macOS)
• Strong proficiency with Microsoft Excel, PowerPoint, Lucidchart, or similar tools

And these skills are a bonus:

• Just 2+ years of experience in Data Analytics/Data Science with advanced degrees such as a Master's or PhD
• Professional FinTech experience is strongly desired
• Understanding of Data Architecture systems including Data Warehousing and Data Analytics
• Proficient with scripting technologies such as Python
• Experience with common Software Engineering tools such as Git or other VCS, JIRA, Confluence & similar platforms
• Familiarity with Agile development methodologies including Project Management, Change Control, Incident Management, IT Controls/Audits, and Software Development Lifecycle

Our interview process at Self is designed to let you get to know us as much as for us to get to know you!

• You’ll meet with someone from our Recruiting team so we can learn more about you and answer some of your questions.
• You’ll meet with the Hiring Manager to learn more about the team, and the role, and get to tell us more about what you’d bring to the team
• You’ll meet team members who will be your peers to help you get a feel for a “real day in the life” at Self.