Manager of Contact Center Analytics

Company Description

Experian is a global data and technology company that powers opportunities for people and businesses worldwide. We help redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics, and software. We also assist millions of people in working towards their financial goals and helping them save time and money.

We operate in various markets, including financial services, healthcare, automotive, agribusiness, insurance, and other industry segments.

We invest in people and new advanced technologies to unlock the power of data. As an FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com.

Job Description

Experian is looking for an experienced and driven individual to join us as a Manager of Contact Center Analytics. Reporting to the VP of MCE Technology, this role provides comprehensive reporting and analytics to support Experian’s customer service arm, ensuring data-driven decisions across multiple operational teams and business units. You are hands-on, with proven management skills, and able to expand our BI platform and excel in data manipulation through SQL.

Delivery pace and meeting our commitments are also a primary focus to ensure that we are providing information at the speed of business. As part of this, understanding the business-side logic, environment, and workflows is important, and in effect, we need someone that is an incredible problem solver.

Responsibilities include

• You will manage a team of data engineers, providing guidance while contributing hands-on to development efforts.
• You will lead the creation and maintenance of analytics across multiple contact center operational teams supporting multiple business units.
• Expand and enhance our Google Looker BI platform to meet evolving needs.
• Perform advanced data manipulation and analysis using complex, custom-stored procedures, views, and queries.
• SQL development skills are required within Redshift and/or PostgreSQL.
• Develop and support AWS Redshift and AWS Glue solutions using Python.
• You will collaborate with team members and the product team to understand reporting requirements and deliver applicable insights.
• Ensure data accuracy, integrity, and security in all analytics processes.
• You can continuously identify opportunities for process improvements and automation.

Qualifications

• You have a Bachelor’s degree in Computer Science, Data Science, or a related field.
• 3+ years of experience in a similar role, with a focus on data analytics and business intelligence.
• Proficiency in SQL for data manipulation and analysis.
• Experience with AWS Redshift, AWS Glue, and Python programming.
• Knowledge of CI/CD pipelines and GitHub for version control.
• You can manage and mentor a small team while remaining hands-on with development tasks.
• You have experience in contact center analytics and reporting.

Additional Information

Benefits/Perks

• Great compensation package and bonus plan
• Core benefits including full medical, dental, vision, and matching 401K
• Flexible work environment, ability to work remotely, hybrid, or in-office
• Flexible time off, including volunteer time off, vacation, sick, and 12-paid holidays

Additional Information

Our uniqueness is that we celebrate yours. Experian’s culture and people are important differentiators. We take our people’s agenda very seriously and focus on what matters: DEI, work/life balance, development, authenticity, engagement, collaboration, wellness, reward & recognition, volunteering… the list goes on. Experian’s people-first approach is award-winning: Great Place To Work™ in 24 countries, FORTUNE Best Companies to Work, and Glassdoor Best Places to Work (globally 4.4 Stars), to name a few. Check out Experian Life on social media or our careers site to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is important to Experian’s DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, regardless of gender, ethnicity, religion, color, sexuality, physical ability, or age. If you have a disability or special need that requires accommodation, please let us know as soon as possible.

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