Data Analyst
Hybrid Data AnalystContact Center Analytics & Conversational Intelligence (BPO)Southington, CT (Hybrid - 3 days in office)About the RoleWe're looking for a curious, data-driven Data Analyst who thrives on turning customer conversations into actionable business insights. In this role, you'll analyze consumer feedback from contact center interactions and help clients understand what their customers are saying-and more importantly, what to do about it.You'll work directly with clients and internal teams to uncover trends, build dashboards, and deliver clear, actionable recommendations that drive real improvements in customer experience and operations.If you enjoy storytelling with data, working with stakeholders, and digging into trends others might miss, this is a strong fit.What You'll DoClient-Facing AnalyticsAnalyze consumer feedback and identify key trends, themes, and opportunitiesTranslate data into clear, actionable insights for clientsPartner with clients to understand reporting needs and deliver tailored solutionsBuild and present reports, dashboards, and visualizations using TableauRespond to ad-hoc data requests and business questions quickly and accuratelyMonitor feedback on new products and deliver monthly insights to stakeholdersData Visualization & Reporting Design, build, and maintain Tableau dashboards and reportsUse Excel for advanced data analysis and reportingTroubleshoot data issues across sources, dashboards, and visualizationsCreate presentation-ready materials and insights for client-facing meetingsInternal Analytics & Operations Lead weekly focus groups with contact center agents to identify emerging trendsPresent weekly insights and performance data to internal leadershipTrack and report on agent productivity and operational metricsSupport capacity planning and contact volume reportingMaintain and update customer survey dashboards and reportingContribute data and visuals for Quarterly Business Reviews (QBRs)What We're Looking For Strong communication skills-comfortable working directly with clientsNaturally curious with the ability to dig into data and uncover meaningful insightsAdvanced Excel skills (formulas, lookups, data manipulation)Experience with Tableau (dashboard creation, data visualization, storytelling)Ability to simplify complex data into clear, concise takeawaysHighly organized with the ability to manage multiple projects and deadlinesWhy Join Us High-visibility role with direct client impactBlend of analytics, strategy, and client interactionOpportunity to influence real business decisions through dataCollaborative team environment with growth potential#IND-HP