Data Analyst at CharterUP

• Job Type: Full time
• Location: Remote, US

About this role

CharterUP is seeking a Data Analyst to join our Logistics & Customer Support Team. In this role, you will play a critical role in extracting insights and generating actionable recommendations from complex data sets.  You’ll work closely with our WorkForce Manager and Escalation Manager as well as cross-functional teams to analyze data, build robust visualizations, reports and dashboards,  and contribute to data-driven decision-making processes within the organization.  

The role reports to the Director of Logistics & Customer Support and is part of the CharterUP supply team.

Compensation

• $70-75k salary, depending on experience
• Comprehensive benefits package, including fully subsidized medical benefits for the employee

Outcomes

• Data Collection and Storage
  • Collect, consolidate, and organize data from various sources, ensuring accuracy and completeness
  • Clean and preprocess data to remove or highlight inconsistencies, errors and redundancies
  • Maintain data storage to ensure archived data is easily accessible
• Data Analysis
  • Perform exploratory data analysis to identify trends, patterns and anomalies.
  • Utilize statistical techniques to uncover insights and correlations within the data. 
• Reporting and Visualization
  • Create clear and informative reports, dashboards, and visualizations to communicate insights to stakeholders.
  • Maintain dashboards daily to display responsiveness, volume and productivity KPI’s in a large scale, high volume contact center.
• Predictive and Prescriptive Analysis
  • Develop predictive models using algorithms such as Erlang to forecast staffing needs
  • Develop and maintain predictive models to forecast call volumes, email volume, and other interactions by interval using contact center metrics.
  • Monitor model performance and adjust parameters as needed for optimal accuracy.
• Resource Planning
  • Collaborate with workforce management teams to align staffing levels with forecasted volumes
  • Provide recommendations for optimizing agent schedules and resource allocation
• Data Interpretation
  • Collaborate with business teams to understand their objectives and translate data findings to non-technical stakeholders in a clear and concise manner. 
• Data Quality Assurance
  • Monitor data integrity and quality, identify and rectify issues as they arise.
  • Implement data validation processes to ensure accuracy and reliability.
• Continuous Learning and Improvement
  • Stay updated with latest industry trends, data analysis techniques and tools.

Experience and Expertise

• Preferred: Bachelor’s degree in relevant field (eg. Data Science, Statistics, Mathematics, Computer Science, Economics)
• Minimum 2 years experience in Data Analyst role in a high-volume contact center environment.
• Proficiency in data visualization tools including Tableau, Power BI, Excel and Google sheets. 
• Previous experience working with large datasets and performing data cleansing, transformation, and analysis
• Familiarity with machine learning techniques and their application to contact center operations
• Strong analytical thinking, problem-solving skills and attention to detail. 
• Understanding of statistical concepts and methodologies.

Recruiting Process

• Step 1: Video interview with Talent Acquisition + brief (~12 min) online assessment, Wonderlic
• Step 2: Video interview with Hiring Manager 
• Step 3: Case Study interview with Director and VP
• Step 4: Offer, references
• Welcome aboard!

CharterUP Principles

At CharterUP, we don’t compromise on quality. We hire smart, high-energy, trustworthy people and keep them as motivated and happy as possible. We do that by adhering to our principles, which are:

1. Customer First
   • We always think about how our decisions will impact our clients; earning and keeping customer trust is our top priority
   • We are not afraid of short-term pain for long-term customer benefit
2. Create an Environment for Exceptional People
   • We foster intellectual curiosity
   • We identify top performers, mentor them, and empower them to achieve
   • Every hire and promotion will have a higher standard
3. Everyone is an Entrepreneur / Owner
   • No team member is defined by their function or job title; no job is beneath anyone
   • We do more with less; we are scrappy and inventive
   • We think long-term
4. Relentlessly High Standards
   • We reject the status quo; we constantly innovate and question established routines
   • We are not afraid to be wrong; the best idea wins
   • We don’t compromise on quality
5. Clarity & Speed
   • When in doubt, we act; we can always change course
   • We focus on the key drivers that will deliver the most results
6. Mandate to Dissent & Commit
   • We are confident in expressing our opinions; it is our obligation to express our disagreement
   • Once we decide, we enthusiastically move together in the agreed upon direction