Lead, Data Analytics

POSITION SUMMARY

The Data Analytics Lead spearheads the analysis and examination of the business to define needs and/or opportunities; leading the gathering and analysis of data and formulating a recommended course of action. A specific focus on trends and leadership in revenue performance forecasting is crucial to this role. This role is responsible for seeing projects through from start to finish while leading a team of analysts and managing resources across the technical divide. Has responsibility for all areas within the contact centers to define metrics that will assist the business with goals as set forth by organization. Understands, analyzes and documents data to deliver informative, well-organized presentations to senior and executive management regarding processed forms i.e. guest satisfaction, enrollments, guest demographics, employee satisfaction, etc. Leads the development of functional and system specifications.
 

ESSENTIAL DUTIES & RESPONSIBILITIES

• Leads the review of operational and revenue performance trends and conversion of data into recommendations which make business sense for the contact center organization

• Leads the design and /or creation of Hyperion, SQL, PowerBI queries for data analysis

• Monitor call volume forecasting and establish correlation reports for revenue performance

• Processes Employee Incentive data and bonus type information for employee payroll purposes

• Analyzes profit-and-loss income statements, and prepares reports and recommendations to management

• Generates forecasts and analyzes trends in sales, finance and other areas of the business

• Supervises, coaches and trains staff on numerous databases and programs

• Fulfills ad hoc reporting requests from management leaders

• Leads the resolution of technical problems regarding software and hardware issues for staff

• Leads the system testing for new hardware and software migrations

• Manages the voucher documentation system

• Liaise with business to understand reporting needs on a continuous basis to improve business performance

• Researches, creates and develops new business process improvement initiatives

• Creates and maintains database objects related to business intelligence needs in PL/SQL

• Establish and develop metrics and measurement

• Create and distribute reports to Executive leadership on key strategic initiatives

• Drive efficiency improvements and technical improvements to our processes, reports, and systems

• Serve as IT liaison to provide support for our jobs, IT projects, and continuing business objectives

• Guide data requirements by working with other data management, analytic, technology and business groups to ensure that the data needed is available for analysis.

• Ensures data accuracy, performing and reporting on periodic audits and data integrity checks

• Up to 25% domestic travel

• Performs other duties as required.  This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.

• Employees will be required to perform any other job-related duties assigned by their supervisor or management
   

QUALIFICATIONS

• Master's degree in a relevant field (e.g., Computer Science, Data Science, Management).

• 5+ years of experience in a leadership role, preferably overseeing both data analytics and full-stack development teams.

• Demonstrated experience in leading & mentoring junior staff

• Demonstrated experience leading projects from inception to delivery and post-implementation support

Knowledge and Skills:

• Ability to present information to executive management, internal and external customers

• Ability to work with mathematical concepts such as probability and statistical inference.

• Ability to apply concepts such as fractions, percentages, ratios and proportions to practical situations.

• Ability to define problems, collect data, establish facts and draw valid conclusions.

• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form.

• Ability to collect, analyze, and interpret revenue performance data

• Ability to structure logically quantitative analysis of complex issues

• Attention to detail

• Advanced skills in query tools (Hyperion/Brio and/or PowerBI preferred)

• Advanced database skills (preferably Oracle SQL & PL/SQL)

• Advanced Excel skills

• Statistical modeling experience preferred/desired

• Financial forecasting & modeling experience preferred/desired

• SAS/R preferred

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