Senior Data Analytics Specialist – Contact Center Performance & Strategic Insights (Remote, Full-Time)

Transform the Future of Customer Experience Through Data at arenaflex

Are you ready to take your analytical expertise and apply it to one of the most dynamic and customer-focused industries in the world? At arenaflex, we believe that data is more than just numbers on a screen — it is the heartbeat of every decision we make, the foundation of every customer experience we deliver, and the driving force behind continuous improvement. We are searching for a sharp, curious, and strategically minded Senior Data Analytics Specialist to join our Contact Center Planning, Reporting, and Operations team within the Customer Division. This is a fully remote, full-time opportunity designed for a professional who thrives on turning complex datasets into actionable business intelligence and who is passionate about shaping the future of customer engagement.

This role sits at the intersection of advanced analytics, operational strategy, and customer experience optimization. As a key contributor to our contact center performance ecosystem, you will be entrusted with the responsibility of analyzing key operational metrics, uncovering hidden patterns in customer interaction data, and delivering insights that directly influence executive-level decisions. If you are energized by the challenge of working with massive datasets, building robust analytical frameworks, and collaborating across departments to drive meaningful change, this position is built for you.

Why This Role Matters at arenaflex

The contact center is the front line of customer relationships. Every call, every interaction, and every resolution generates valuable data — and the ability to harness that data separates good organizations from truly great ones. At arenaflex, we have built our reputation on operational excellence, and our analysts play a central role in maintaining that standard. As a Senior Analyst on this team, your work will not be theoretical or abstract; it will be visible, impactful, and instrumental in driving measurable improvements to both customer satisfaction and the bottom line. You will partner with leaders across multiple departments, including Operations, Strategy, Marketing, and Technology, to ensure that our contact center is not just reactive but proactively engineered for excellence.

Key Responsibilities

• Drive Strategic Planning Through Data: Support the strategic direction of Contact Center Planning by designing, measuring, and analyzing key performance indicators (KPIs) that reflect operational health, customer experience quality, and financial outcomes.
• Conduct Advanced Quantitative Analysis: Perform complex quantitative analyses across a wide spectrum of contact center disciplines — including call volume forecasting, agent productivity, customer satisfaction trends, and revenue impact — to identify trends, anomalies, and opportunities for improvement.
• Deliver High-Impact Reporting: Produce standard recurring reports and develop custom, high-value analyses that help stakeholders better understand customer behavior, evaluate policy effectiveness, and refine strategies to elevate the overall contact center experience and drive main bottom-line revenue growth.
• Lead Cross-Functional Analytics Initiatives: Contribute to the development of a comprehensive enterprise analytics roadmap, and lead highly visible projects that span multiple departments, ensuring alignment with overarching business objectives.
• Own a Data Domain: Serve as the primary owner of at least one contact center data subject area, acting as the go-to point of contact for all data-related inquiries, metadata governance, and statistical analysis requests.
• Bridge Data Sources and Teams: Act as the liaison between Mosaic (or similar enterprise data warehouse platforms) and the Contact Center Planning team, identifying and developing new data sources while continuously enhancing existing data assets.
• Define KPIs for New Initiatives: Collaborate with cross-functional teams to help define relevant KPIs and data sources for newly developed processes, products, and policies, ensuring that measurement frameworks are in place from day one.

Qualifications We Are Looking For

Minimum Requirements

• Educational Background: A Bachelor's degree in a relevant field such as Data Analytics, Statistics, Business, Economics, Information Systems, Mathematics, Computer Science, or a related discipline.
• Professional Experience: A minimum of 3 years of related work experience in data analysis, reporting, or business intelligence roles.
• Data Extraction Expertise: At least 3 years of hands-on experience with data extraction, manipulation, and analysis from relational databases.
• Technical Tool Proficiency: Demonstrated experience with data extraction tools and techniques, including SQL, SAS, Microsoft Access, and similar technologies.
• Enterprise Data Warehouse Experience: Prior experience utilizing internal data warehouse platforms (such as Mosaic or comparable systems) for data extraction, analysis, and reporting purposes.

Preferred Qualifications

• Advanced Degree: A Master's degree in a quantitative or analytical discipline is highly desirable.
• Big Data Platform Experience: Hands-on experience developing solutions on Big Data platforms using tools such as Hue, Impala, Kylo, and ZoomData.
• Modern Data Stack Knowledge: Familiarity with Azure Databricks and SQL Server Management Studio (SSMS) is considered a significant plus.
• Programming Languages: Experience in at least one of the following programming languages: SAS, Python, or R, along with proficiency in related development environments (such as R-Studio, JupyterHub, or PyCharm).
• Professional Certification: Possession of a Certified Analytics Professional (CAP) designation or equivalent industry certification is a strong plus.

Core Skills, Competencies, and Attributes

• Project Management Acumen: Strong project management capabilities, with demonstrated success in leading complex analytical projects across multiple departments and stakeholders.
• Microsoft Office Mastery: Advanced proficiency with Microsoft Office Suite, particularly Excel (including pivot tables, macros, and complex formulas) and PowerPoint. Working knowledge of Visio and Power BI is highly desirable.
• SQL Expertise: Comfort and fluency in writing complex SQL queries across at least one SQL variant (such as MSSQL or MySQL), with the ability to extract, transform, and load data efficiently.
• Analytical Problem-Solving: Advanced critical thinking and problem-solving skills, including the ability to structure ambiguous problems, develop logical analytical frameworks, and deliver clear, actionable recommendations.
• Leadership and Collaboration: Excellent leadership and teamwork skills, with a proven track record of working effectively in diverse, cross-functional environments and building consensus among stakeholders.
• Communication Excellence: The ability to translate complex analytical findings into clear, compelling narratives for non-technical audiences, including executive leadership.

Career Growth, Learning, and Development at arenaflex

At arenaflex, we are deeply committed to the professional growth of every team member. When you join us, you are not simply filling a position — you are embarking on a career journey with a company that invests in your long-term success. We offer a robust learning culture where continuous skill development is not just encouraged but expected. From on-the-job exposure to cutting-edge data platforms to sponsored certifications and conference attendance, you will have every opportunity to sharpen your technical edge and broaden your strategic thinking. Many of our senior leaders have grown within the organization, and we actively promote from within whenever possible. Your career trajectory at arenaflex is limited only by your ambition.

Our Work Environment and Company Culture

Working at arenaflex means joining a team that values curiosity, integrity, collaboration, and a relentless commitment to excellence. Our remote-first culture is designed to give you the flexibility to do your best work from anywhere in the United States, while still feeling deeply connected to your colleagues through regular virtual team-building activities, collaborative projects, and transparent communication channels. We believe that great ideas can come from anywhere, and we foster an environment where every voice is heard, every contribution is valued, and innovation is celebrated. Our culture is built on mutual respect, inclusion, and the shared belief that we are stronger together. We are proud to support more than 20 Employee Resource Groups (ERGs) that connect our team members to our customers, communities, and one another — creating a workplace that reflects the diverse world we serve.

Compensation and Comprehensive Benefits

We believe that taking care of our team is just as important as taking care of our customers. That is why arenaflex offers a competitive compensation package and a comprehensive suite of benefits designed to support your health, wealth, and overall well-being.

• Health and Wellness: From your very first day, you will have access to comprehensive medical, dental, prescription drug, and vision coverage. Additional perks include virtual doctor visits, flexible spending accounts (FSAs), and a range of wellness programs designed to help you thrive.
• Retirement Planning: Our 401(k) program is available upon hire, and depending on your workgroup, employer contributions become available after one year of service, helping you build long-term financial security.
• Wellness Programs: We provide tools, resources, and ongoing support to help you be your best self — both at work and beyond.
• Additional Perks: Other great benefits include an Employee Assistance Program (EAP), pet insurance options, and exclusive discounts on hotels, car rentals, cruises, and more.
• Competitive Pay: The annual salary for this position ranges from $35,000 to $40,000, commensurate with experience, qualifications, and location.

Diversity, Equity, and Inclusion at arenaflex

At arenaflex, inclusion and diversity are not just buzzwords — they are foundational pillars of who we are. From the colleagues we hire to the customers we serve, we are committed to building a workforce that reflects the rich diversity of the world around us. We believe that a diverse team brings diverse perspectives, and that those perspectives fuel innovation, empathy, and excellence. Our Employee Resource Groups span a wide range of identities, interests, and experiences, providing spaces for connection, advocacy, and personal and professional growth. We are proud to be an equal opportunity employer and actively welcome applications from candidates of all backgrounds.

Ready to Make an Impact? Join arenaflex Today

If you are a data-driven professional with a passion for uncovering insights, driving strategic decisions, and elevating the customer experience, we want to hear from you. This is more than just a job — it is an opportunity to join a forward-thinking organization where your analytical expertise will be valued, your ideas will be heard, and your contributions will shape the future of how we serve our customers. Don't miss this chance to take the next step in your career. Apply today and become part of the arenaflex story. We are excited to see what you will bring to our team.