Data Analyst
Bogotá, Colombia
Applications have closed
Sutherland
Sutherland is a business process transformation company that rethinks & rebuilds business processes for the digital age. Learn more here.Company Description
The Data Analyst is responsible for partnering with NICE Business Consultants in servicing customers in the areas of contact center and process improvement with NICE clients. Designing, developing, and maintaining BI solutions to publish data insights, this role is responsible for helping NICE clients drive value. The consulting Data Analyst will build long term relationships with NICE Business Consultants and Sales Executives while driving exceptional end to end service delivery with a strong focus on data analytics, business intelligence, and processing. Will have a high level of accountability at the individual level and provide service that exceeds their business partners’ needs.
Job Description
The Data Analyst performs a wide range of duties including some or all of the following:
- Design, develop, deploy, and maintain a suite of ‘automated’ / ‘repeatable’ BI solutions consisting of dashboards, scorecards and other reports and visualizations, including SQL queries, Python scripts for ETLs, AWS work and Power BI designs.
- Utilize existing Power BI enabled dashboards, Python Scripts and SQL queries to publish data outputs and data insights for NICE Customers & Business Consultants.
- Develop presentations and present recommendations to Business Consultants and NICE Customers.
- Provide analysis and consultative recommendations through deep insights based on data analysis and independent discovery.
- Build financial analysis, like potential and achieved benefits, from the Call Center KPIs
- Able to communicate complex analysis and insights to various stakeholders inside and outside of analytical teams
- Focus on Contact Center best practices & processes up to and including industry KPI benchmarks. Also understand call center definitions and calculations
- Analyze new and existing customers’ KPI performance and develop contact center improvement plans, gap analysis and regular quarterly business reviews.
- Develop and deliver client services that support the Business Consultants’ engagements for Managed Services.
- Support NICE Business Consultants in identifying additional solution and services opportunities.
Qualifications
- Advanced English level (B2 or Higher)
- BS. in Business, Computer Science, Mathematics, or related analytical field of study - or related experience
- Relevant professional experience covering B.I., data science, statistical analysis, and/or enterprise reporting.
- Advanced Python skills: proficient in pandas, numpy, requests and sqlalchemy
- Advanced SQL skills.
- Advanced skills developing reports and dashboards using tools such as Power BI.
- High competency with Microsoft Excel and related platforms including the use of pivot tables and formulation for data reporting purposes
- High intellectual curiosity, advanced analytical skills, and the ability to effectively communicate complex concepts
- Ability to work flexibly and independently in a fluid environment
- Exceptional attention to detail- Methodical ability to identify gaps in source data.
- Excellent problem-solving ability in high pressure situations
- Excellent negotiation skills to resolve internal and external competing priorities
- Proven ability to influence cross-functional teams without formal “direct-line” authority
- Excellent verbal, written communication, and presentation skills are a must.
- Knowledge or Experience with ETL Process, Cloud Database, Cloud AWS, Power Apps and API Creation.
- Knowledge or experience with Web Scrapping (selenium)
- Proven data analyst experience (in contact center industry would be preferred)
- Plus: Domain experience with contact center Workforce Management; IVR & Routing; Performance Management; Back Office Management; Process Automation (Robotics); or Quality Management solutions.
* Salary range is an estimate based on our AI, ML, Data Science Salary Index 💰
Tags: APIs AWS Business Intelligence Computer Science Consulting Data analysis Data Analytics ETL Excel KPIs Mathematics NumPy Pandas Power BI Python Robotics SQL Statistics
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