NICE Senior Data Analyst

Company Description

The Data Analyst / Data Consultant will be a crucial part of the Data Analytics team, working closely with NICE Business Consultants, Sales Executives, and clients to provide data-driven solutions to optimize contact center operations. The role includes designing, developing, and maintaining automated Business Intelligence (BI) solutions, carrying out in-depth data analysis, and delivering actionable insights to stakeholders. The ideal candidate has a strong mix of technical proficiency, analytical skills, and outstanding communication abilities.

Job Description

The Data Analyst carries out a broad range of responsibilities which include some or all the following:

• Design, develop, roll out, and maintain automated BI solutions including dashboards, scorecards, reports, and visualizations.
• Use existing Power BI dashboards, Python Scripts, and SQL queries to deliver data outputs to NICE Customers and Business Consultants.
• Work with NICE Business Consultants to improve customer service and contact center operations, suggesting and implementing enhancements to current scripts and queries.
• Conduct financial analyses related to Call Center Key Performance Indicators (KPIs), including the potential and realized benefits.
• Communicate complex analysis and insights effectively to various stakeholders within and outside the analytical teams.
• Focus on Contact Center best practices, industry benchmarks, KPI definitions, and calculations.
• Analyze KPI performance for both new and existing customers, devise improvement plans, carry out gap analyses, and engage in regular business reviews.
• Create and deliver presentations, providing recommendations to Business Consultants and NICE Customers.
• Support Business Consultants in identifying additional solutions and service opportunities.
• Lead proactive development of code, queries, and dashboards according to area requirements and innovation.
• Cooperate with cross-functional teams and share ideas to improve data-related processes and tools.
• Record data-related processes, including data extraction, transformation, and loading (ETL) procedures, data cleaning techniques, and report making protocols.
• Keep data workflows documentation up-to-date ensuring clarity and accessibility for team members and stakeholders.
• Persistently improve documentation practices to align with industry standards and best practices.

Qualifications

• 2+ years of experience in related roles.
• Pursuing a Bachelor’s Degree in Business, Computer Science, Mathematics, Engineering, or a related analytical field, or equivalent practical experience.
• Strong focus on details and ability to identify gaps in source data.
• Professional experience in Business Intelligence, data science, statistical analysis, and/or enterprise reporting.
• Advanced skills in producing reports and dashboards using Power BI.
• Proficiency in spreadsheet softwares like Microsoft Excel, pivot tables, and formulas for data reporting.
• Experience in programming.
• Exceptional analytical abilities and the skill to effectively communicate complex concepts.
• Self-motivated and proactive with the ability to independently work and adapt in a fast-paced environment.
• Excellent verbal, written, and presentation skills.
• Power BI experience, courses, or certifications.
• SQL and Python abilities.
• Knowledge or experience with ETL processes and Power Apps.
• Experience working directly with clients and business associates.
• Proven data analyst experience, preferably in the contact center industry.
• Domain experience in contact center Workforce Management, IVR and routing, Performance Management, Back Office Management, Process Automation (Robotics), or Quality Management solutions.