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. Partnering with the operational leaders to create and design/develop performance measurement KPIs and build out the associated dashboards will also be key to gaining momentum within this role.
You will work in areas like capacity planning, workload forecasting, workforce analytics, business impact analytics, call center analytics and customer experience analytics. To be successful in this role you must be detail-oriented, creative, innovative, consultative, willing to learn and grow and enjoy a fast-paced, challenging environment. You will benefit from having a talent for “telling the story” with data, keeping the user experience in mind, as well as exposure to data/statistical modeling, relational database utilization and data wrangling techniques.
Our preference is for candidates to work on a hybrid basis from our Phoenix office; however, we are open to remote arrangements for the right candidate.
What You'll Do
Consult with internal operations leaders to identify problems or opportunities that can leverage data and analytics, building trusted stakeholder relationships and bringing curiosity to uncover the real business problem worth solving
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
Apply statistical, simulation, and forecasting methods, including hypothesis testing, regression, A/B testing, Monte Carlo simulation, and time series forecasting, to quantify the impact of operational and business decisions and anticipate future outcomes
Translate analytical findings into clear recommendations, using visualizations and presentations to communicate insights and drive stakeholder decisions
Use data storytelling techniques to simplify complex findings into narratives that resonate with non-technical stakeholders and drive action
Manage multiple analytics projects with accuracy and attention to detail, prioritizing tasks to meet deadlines
Translate ambiguous business questions into structured, testable analytical approaches that meet stakeholder requirements and support broader use-case goals
Drive best practices to improve the quality and effectiveness of our analytics function across capacity planning, workforce analytics, and customer/call center analytics
Partner with operations leaders to define business KPIs and analytical frameworks that inform dashboards and simplify decision making
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, economics or a related quantitative 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
Working knowledge of data modeling and database concepts, with the ability to structure and query data effectively for analysis
Experience applying statistical techniques and simulations to business problems, such as regression, hypothesis testing, A/B testing, Monte Carlo simulation, or time series forecasting
Strong storytelling and data communication skills, with the ability to translate complex quantitative analysis into simple, compelling narratives for non-technical audiences
Strong proficiency with Tableau or related data visualization tools (PowerBI, Superset, etc.)
Strong problem-solving, analytical, and communication skills, including active listening and presentation
Proficiency in Excel or Google Sheets for ad hoc analysis
Experience in financial services is preferred
Proficiency in Python (pandas, statsmodels, or scikit-learn) for statistical analysis preferred
Experience with Contact Center Analytics and A/B testing/experimentation frameworks is a plus
What We Offer You
Competitive salary ($85K-$115K USD) and stock option plan
Paid coverage of medical, dental and vision insurance
Flexible PTO
Opportunities for professional growth and development
Paid parental leave
Health & wellness initiatives
Environmental & Working Conditions
Work is performed indoors in a fast-paced environment that requires the ability to manage multiple priorities and meet established workflows, schedules, and service expectations.
Employees regularly input, retrieve, and exchange information accurately using digital systems and applications to support operational and customer service objectives.
The role requires the ability to receive and exchange information with customers, peers, supervisors, and cross-functional partners through available communication channels, which may include meetings, email, phone, and digital collaboration tools, and may involve real-time, verbal, or in-person exchanges depending on business need.
Job duties may involve managing a high volume of inbound and/or outbound customer interactions and work activities using telecommunications and computer systems. The role requires the ability to read, analyze, and interpret information displayed on computer screens and remain in a working posture for extended periods, consistent with the demands of the position.
Work may be performed in a contact center, office, or remote environment, depending on business needs and the nature of the role. Onsite work environments may include shared workspaces, standard office lighting, and moderate background noise typical of customer service or operational settings.
Employees working remotely are responsible for maintaining a secure and productive workspace with reliable internet connectivity that supports company systems and safeguards the confidentiality of company and customer information.
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position in accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Upgrade does not accept unsolicited resumes from staffing agencies, search firms, or any third parties. Any resume submitted to any employee of Upgrade without a prior written agreement in place will be considered the property of Upgrade, and Upgrade will not be obligated to pay any referral or placement fee. Agencies must obtain advance written approval from Upgrade's Talent Acquisition department to submit resumes and only in conjunction with a valid, fully executed agreement.
