[Remote] Lead Data Analyst (Contact Center Operations)

Note: The job is a remote job and is open to candidates in USA. Agero, Inc. is a leading provider of digital driver assistance services, focused on enhancing the vehicle ownership experience through data-driven technology. The Lead Data Analyst will play a vital role in analyzing complex datasets to generate actionable insights, collaborating with stakeholders to drive business growth and improve operational efficiency.

Responsibilities

• Develop and deploy advanced analytical models to improve our understanding of Network supply and demand, identify operational inefficiencies, and deliver actionable recommendations to leadership
• Implement real-time dashboards and reporting to track and assess Network performance against established metrics
• Challenge the status quo and be willing to propose and test new strategies for increasing competition and engagement within our service provider network
• Analyze feedback, ratings, and reviews from multiple sources and stakeholders to gain insights into service quality, customer satisfaction, and provider satisfaction, identifying actionable insights for improvement
• Develop operational and performance data to generate actionable insights and recommendations for 3rd party service providers, enabling them to enhance their service delivery, optimize processes, and align more closely with organizational objectives
• Analyze the capacity of our Network, identifying gaps, weaknesses, and opportunities to improve operational efficiency and service quality, making recommendations for Network recruiting, retention, and optimization
• Leads test and pilots for process changes as a result of analysis and communicates the results and recommendations to all areas of management
• Serves as an internal data analytics expert by ensuring consistency in data analysis methodologies and sharing of best practices

Skills

• BA/BS Degree or equivalent experience. Degree that emphasizes data analysis and communication (e.g., computer science, social sciences, physical sciences, math, engineering, or statistics) preferred
• 5+ years of business and data analysis experience
• Excellent communication and presentation abilities
• Strong problem-solving skills and business acumen
• Experience with data management, specifically with validating and auditing data and reports from multiple systems
• Demonstrated project and task management capability
• Past experience with BI, Google Workspace, and CRM Tools
• Proficiency in SQL and working with relational databases is required
• An analytical professional with attention to detail and high standard of performance excellence

Benefits

• Healthcare, dental, vision, disability, life insurance, and mental health benefits for associates and their families.
• 401(k) plan with company match and tuition assistance to support your future goals.
• Flexible time off, paid sick leave, and ten paid holidays annually.
• For Contact Center Roles: Accrual of up to 3 weeks Paid Time Off per year, paid sick leave, and ten paid holidays annually.
• Parental planning benefits to assist associates through life’s milestones.
• Bonus/Incentive Programs

Company Overview