Call Center Analytics Data Jobs

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Data Analyst Call Center

Auto Club Of Southern Calif Costa Mesa, CA

Costa Mesa, CA

Today

$75k - $100k/yr Full time Business Analytics Call Center Analytics Data Analysis

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Job Description

This role supports the ERS Call Center Analytics team by producing reliable KPI reporting, financial and performance deliverables, and ad hoc insights. The position is hybrid in Costa Mesa, CA, with responsibilities spanning reporting design, trend and root-cause analysis, documentation, and data pipeline modeling.

Location and Work Model

Location: Costa Mesa, CA
Schedule: Hybrid (3 days onsite, 2 days remote)

Salary

Starting pay range: USD 74,500 to 99,500 per year.

Key Responsibilities

Design, build, and maintain KPI reporting covering Service Quality, Growth, Turnover, Efficiency, and Accuracy.
Develop and deliver internal performance and financial reports, including expense tracking, incentive program analysis, and goal progress.
Conduct ad hoc analysis across multiple sources using Snowflake, AWS, SQL, Python, and Tableau.
Identify trends, perform root cause analysis, and present data-driven solutions to stakeholders.
Document data processes, workflows, and reporting logic to support implementation and ongoing production.
Create and maintain data flow models that support ETL (Extract, Transform, Load) processes and data pipeline development.
Retrieve and analyze Salesforce and Genesys Cloud data from Snowflake to support reporting, operational insights, and business decision-making.

Required Qualifications

Education: bachelor’s degree in a quantitative or technical field (math, statistics, computer science, engineering) or comparable experience.
Communication: excellent written and verbal communication to convey complex ideas and findings during Discovery, stakeholder meetings, validation, and presentations.
SQL: proficient in SQL and able to work with relational databases to query, analyze, and manipulate structured and unstructured data.
Data validation: ability to conduct calculations using data manipulations for thorough validation and analysis.
Tableau: intermediate to advanced experience with Tableau Desktop and Tableau Prep.
Preferred: experience with Salesforce and Genesys Cloud.

Tools and Technologies

Snowflake
AWS
SQL
Python
Tableau
Tableau Desktop
Tableau Prep
Salesforce
Genesys Cloud

Benefits

Health coverage for medical, dental, and vision
401(K) saving plans with company match AND Pension
Tuition assistance
Floating holidays and PTO for community volunteer programs
Paid parental leave
Wellness programs
Employee discounts (membership, insurance, travel, entertainment, services and more!)

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