Data Analyst, Support Operations (onsite) - #34535

Data Analyst

We're looking for a Data Analyst who is highly skilled in SQL and passionate about data validation and integrity. In this role, you'll serve as the connective tissue between our data warehouse and operational reporting. You'll play a critical role in validating datasets, building trusted data connections, and ensuring the accuracy of all reporting for Workforce Management and broader Support functions. You'll also help scale our AI-driven support initiatives by delivering insights on automation impact and helping track the performance of AI solutions across channels.

Write and optimize complex SQL queries to extract, join, and transform support and workforce-related datasets

Conduct rigorous data validation to ensure accuracy and consistency across reporting tools, dashboards, and source systems

Develop innovative solutions to resolve data issues

Own the data layer powering all WFM reporting—adherence, staffing, scheduling, productivity, and real-time performance

Build dashboards and deliver insights on AI-powered support performance, including deflection rates, containment, and resolution quality

Track and analyze customer interaction trends across support channels, including AI- assisted and automated workflows

Present clear and precise information regarding the state of the business

Collaborate with BI and engineering to correct logic errors, improve data structure, and ensure reporting reliability

Partner with stakeholders to define key metrics and performance indicators related to both agent and AI-driven support

Document data definitions, logic, and processes to maintain clarity and consistency across systems