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Senior Analyst – Operations – Data Analytics
| Company | CDK Global |
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| Location | Montgomery, AL, USA |
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| Salary | $85000 – $90000 |
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| Type | Full-Time |
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| Degrees | Bachelor’s |
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| Experience Level | Senior |
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Requirements
- Strong analytical skills with the ability to interpret data and create actionable insights.
- Proficiency in SQL and data visualization tools such as Tableau or Power BI.
- Exceptional attention to detail when working with large datasets to ensure data quality.
- Ability to present complex data findings to non-technical stakeholders clearly and effectively.
- Strong organizational skills with the ability to manage multiple projects in a fast-paced environment.
- Proven ability to build and maintain relationships across all organizational levels.
- Self-starter who can work independently in a matrixed environment.
- Demonstrated ability to deliver measurable business results under time pressure.
- Personal accountability, passion, and a commitment to execution.
Responsibilities
- Provide business insights to leadership through strategic analysis and clear communication.
- Collaborate with senior leaders to present data findings and solve complex operational challenges.
- Investigate data mismatches, analyze trends, and improve data flow accuracy. Conduct ad hoc analyses and manage daily, weekly, and monthly reports to assess trends and inform business decisions.
- Support the implementation and adoption of new business processes, (Contract Center as a Service (CCaaS) tools , and data systems.
- Partner with enablement teams to provide training and ensure effective system utilization.
- Map data between systems to ensure accurate and efficient data flow.
- Deliver recommendations for optimizing staff utilization and reducing costs.
- Analyze customer behavior and partner with subject matter experts to identify areas for improvement.
- Track and reconcile key performance metrics, driving product changes, training, and case deflection through data-driven insights.
- Establish and maintain data governance practices to ensure data accuracy, consistency, and security across systems.
- Monitor data tracking processes to ensure alignment with organizational standards and continuous improvement.
Preferred Qualifications
- Experience with customer care data analytics and workforce planning.
- Familiarity with tools such as Qualtrics, Salesforce, Five9, Verint, Automated Distribution Software, MS Office (PowerPoint, Project, Access), Jira, and cloud-based technologies.
- Ability to think long-term, align team efforts with organizational goals, and anticipate future challenges and opportunities.
- Bachelor’s degree in Data Science, Business Analytics, Business Administration, or a related field.
