Data Analyst II

About the Role:

Upgrade is looking to grow our Operations Analytics team. This key role will leverage both quantitative and qualitative skills to increase the organizational value of the Phoenix Service Center by influencing insight-driven decision making (Analysis), ensuring improved performance measurement (Visualization) and identifying solutions to help optimize operations (Prediction) As you build relationships across the operation, you will be instrumental in exploring and modeling data in order to identify new opportunities for efficiency and improvement, then visualizing critical insights to improve decision making.

What You'll Do:

• Consult with internal operations leaders to identify problems or opportunities that can leverage data and analytics to identify solutions
• Collect, analyze and interpret large data sets from various sources to answer high-impact business questions and identify patterns, trends, and insights
• Perform in-depth analyses and then create data models to identify trends and key drivers that inform important decisions across the business
• Create professional visualizations and presentations to communicate findings and complex information to stakeholders in a concise and effective manner
• Manage multiple projects, prioritize tasks, meet deadlines and drive successful completion of analytics work while maintaining a high level of accuracy
• Ask probing questions to develop data solutions that will not only meet the stakeholders requirements, but also support the goals for the use case
• Drive best practices to improve the overall quality of our analytics practices and effectiveness of the integration of insights related to capacity planning, workload forecasting, workforce analytics, business impact analytics, call center analytics and customer analytics
• Partnering with operations leaders, develop and support the roll-out of business KPIs and associated Tableau dashboards that simplify decision making and ensure operational success
• Pay attention to small details, identify errors, and maintain high levels of accuracy when working with data
• Stay up-to-date with industry trends and emerging technologies, and seek out opportunities to develop new skills

What We Look For:

• Bachelor's degree in data analytics, mathematics, statistics, computer science or related field or equivalent experience
• Minimum 3+ years proven experience in data analysis and visualization, including business requirements gathering
• Advanced knowledge of SQL and data query/mining techniques
• Advanced knowledge of data modeling, database management and data warehousing
• Strong proficiency with Tableau or related data visualization tools (PowerBI, Qlik, etc.)
• Strong problem-solving and analytical skills
• Strong communication, active listening and presentation skills
• Ability to work independently and as part of a team
• Strong proficiency in MS Excel & PowerPoint and/or Google Sheets & Slides
• Experience in financial services is preferred

Nice to Have:

• Experience with Contact Center Analytics is a plus
• Experience with Python is a plus

What We Offer You:

• Competitive salary and stock option plan
• 100% paid coverage of medical, dental and vision insurance
• Flexible PTO
• Opportunities for professional growth and development
• Paid parental leave
• Health & wellness initiatives

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Personal Information Upgrade Collects:

Identifiers Including name, address, email, telephone number, social security number, driver license number, passport number, and other personal identifying information. Characteristics of protected classifications under California or federal law, including demographic information and other personal information obtained during the application process, such as gender, race, national origin. Professional or employment-related information, such as salary/compensation and benefits packages, other relocation or job preferences, prior background, experience, skills, and other information in support of your application, reference information, other information obtained through background checks, including employment, credit, and criminal history. Education Information. Any other information you provide as a part of recruitment, job application, or interview process.

Purposes for Collecting Personal Information:

To consider qualifications, skills, and interest for employment. To communicate with you during the recruitment and interview process. To conduct background checks and verify your information if you are offered employment. To provide compensation, including payroll, and administer stock options and benefits, including medical, dental, vision, commuter, and retirement benefits. To provide human resources services and conduct performance evaluations. To monitor work eligibility including work-related licenses, credentials, training, and eligibility to work in the United States. To improve recruitment and interview processes and ensure a safe and efficient working environment. To comply with applicable legal or regulatory requirements including state and federal company reporting obligations.