About the Role:

Upgrade is looking for a Data Analyst to join our growing 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

#LI-Hybrid  #BI-Hybrid

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