Business Operations Analyst - Work From Home at WOW!

Job Description

For remote positions, employees can sit in one of the following states:  AL, AZ, CO, FL, GA, IL, IN, MI, OH, SC, TN and TX.  Please only apply if you are able to live and work full-time in one of the states listed above; your application will not be considered or reviewed if you live outside of these states. State locations and specifics are subject to change as our hiring requirements shift.

The Business Operations Analyst is responsible for cultivating and distributing insights through visualizations & reporting to the organization. In bridging together and analyzing voice, transcribed, and other forms of unstructured data with available data warehouse sources the Business Analyst is accountable for providing analytical insights and recommendations in support of key operational decisions across multiple disciplines within the company.

What you'll be doing:

Essential duties and responsibilities include but are not limited to those listed below:

• Identify operational improvement opportunities by gathering and analyzing conversational/unstructured data in conjunction with all other available data sources within our data warehouse

• Maintain existing conversation analytics platform including data governance, procedures, queries, and database functionality by analyzing requirements, constructing workflow charts and diagrams, studying system capabilities, and documenting all work performed

• Bridge together and analyze voice, transcribed, and other forms of unstructured data with available data warehouse sources

• Create, configure, and maintain queries to extract and prepare data for analysis across multiple platforms (Database Connections (SQL), cloud data warehouse, spreadsheets, conversation data, and data visualization software)

• Identify process improvements by analyzing conversational data, contact data, current practices/configurations, unstructured data, and designing modifications including supportive documentation

• Recommend controls by identifying problems and writing improved procedures in support of data, reporting, and analysis requirements

• Perform data quality analysis to ensure data integrity and accuracy of reporting in conjunction with the teams & groups consuming the data

• Create and maintain system protocols by writing and updating procedures

• Provide training and support for users by writing and maintaining user documentation

• Preparation of statistical/analytical models and visualizations through collecting, analyzing, and summarizing information and trends using structured/unstructured data

• Collaborate on maintaining and updating metrics planning and analysis tools ensuring metrics are aligned to performance goals

• Other duties as assigned

What you can bring:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:

• Bachelor’s degree from a college or university in Data Science, Statistics, or a related field or an equivalent combination of both experience and education

Experience/Skills Needed:

• 3-5 years’ related experience in advanced Data, Analytical, and Statistical functions driving business performance

• Knowledge of call center operations and associated metrics is strongly preferred

• Proven effectiveness in communicating through written and oral methods across multiple departments and at all levels of the organization

• Able to create data visualizations and statistical models from both database and flat file systems utilizing tools for consumption and use

• Able to convey complex quantitative analysis in a clear and actionable manner

• Must be able to work independently and cross functionally in a fast paced environment with minimal guidance

• Proven organizational and time management skills

• Able to manage multiple priorities simultaneously

Computer Skills:

• Advanced computer skills including MS Office (Word, Excel, Access, and PowerPoint) or Google G Suite

• 3+ years’ advanced technical experience required in the following: SQL, Python,R, Tableau Desktop/Online/Data Prep, TopBox or other unstructured data analytics tools including SAS or Nexidia, ACD Systems, Cloud Data Warehousing Redshift/Snowflake and SSRS

Physical Demands/Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• regularly required to talk and hear

• required to use hands to type, handle objects and paperwork

• required to use close vision and be able to focus 

• some travel required

WOW! offers a generous benefits package including:

• Medical, dental, and vision insurance

• 401k with a company match

• Paid time off and paid holidays

• Tuition reimbursement

• RSU Stock Grant

Wondering if you should apply?  Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification.  At WOW! we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but don’t check every box in the qualifications section, we encourage you to apply anyway.  You may be just the right candidate for this or other roles.

#LI-Remote

All qualified applicants will receive consideration for employment
without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran