[Hiring] Contact Center Insights and Reporting Analyst @Velera

Role Description

The Contact Center Insights and Reporting Analyst leads data discovery, assessment, analysis, modeling, and mapping efforts that support dashboards, reports, and visualizations used across the Contact Center. This role works closely within the business unit and across departments with partners and subject matter experts to understand current and future analysis goals, then designs solutions that meet those goals while maintaining strong data governance and data quality. This position is responsible for answering questions about the state of the business and generating insights that help guide strategic direction through data.

• Builds and maintains reporting used at multiple levels of the organization.
• Integrates new data sources and helps ensure data is clean and accurate.
• Qlik Sense is the primary BI platform for this work; experience with Strategy (MicroStrategy) is also highly relevant.
• Partners with the business to treat data as an asset and ensure stakeholders have trusted, consistent information to support decisions.
• Serves as a consultative partner on how to use data effectively for process improvement, standard methodologies, data interpretation, and improving reporting architecture over time.
• Supports enablement by helping others understand and use governed data sources appropriately.

Qualifications

• Bachelor’s degree in an analytical, quantitative, or technical field. Advanced degree is a plus.
• 3 years of experience building dashboards and reports using Qlik Sense or QlikView, or Strategy (MicroStrategy).
• 3 years of experience using business intelligence tools to investigate large datasets, identify trends, and deliver meaningful insights that support business decisions.
• Experience gathering requirements and communicating effectively with both technical and non-technical audiences.
• ETL concepts and experience integrating data from multiple systems preferred.
• Experience with Teradata, SQL Server, Oracle, or Snowflake preferred.
• Familiarity with visualization and UX best practices for dashboards and storytelling preferred.
• Knowledge of payments call center industry concepts and enterprise data governance practices strongly preferred.

Requirements

• Understanding of UX design principles for authoring powerful visualizations and storyboarding.
• Qlik Sense Certification a plus.
• Excellent problem-solving ability with regards to data discrepancies and script failures.
• Excellent leadership, collaboration, and project management skills with a keen attention to detail.
• Ability to work effectively in a team environment and independently.
• Ability to manage multiple projects, work in a fast-paced environment, and meet deadlines consistently.
• Superb communication skills to interact effectively with both technical and non-technical users at all levels of the organization.
• Excellent analytical, interpersonal, and organization skills.
• Ability to facilitate meetings, negotiate, influence, and build consensus.
• Self-motivated, solid sense of ownership/accountability, and results-oriented with the ability to handle time and schedules effectively.
• Working knowledge of SQL and relational data concepts, including dimensional modeling fundamentals.
• Strong problem-solving skills, attention to detail, and ability to manage multiple priorities and deadlines.
• Qlik Sense development, including scripting, set analysis, and performance tuning preferred.
• Strategy (MicroStrategy) experience supporting reporting, semantic layers, or enterprise analytics delivery preferred.
• Familiarity with visualization and UX best practices for dashboards and storytelling preferred.
• Knowledge of payments call center industry concepts and enterprise data governance practices strongly preferred.
• Minimal travel may be required.

Benefits

• Competitive wages.
• Medical with telemedicine.
• Dental and Vision.
• Basic and Optional Life Insurance.
• Paid Time Off (PTO).
• Maternity, Parental, Family Care.
• Community Volunteer Time Off.
• 12 Paid Holidays.
• Company Paid Disability Insurance.
• 401k (with employer match).
• Health Savings Accounts (HSA) with company provided contributions.
• Flexible Spending Accounts (FSA).
• Supplemental Insurance.
• Mental Health and Well-being: Employee Assistance Program (EAP).
• Tuition Reimbursement.
• Wellness program.
• Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.