Note: The job is a remote job and is open to candidates in USA. Upgrade is seeking a Data Analyst II to improve operational decision-making and performance measurement for its Phoenix Service Center. The role analyzes and models data, develops visualizations and dashboards, and partners with operations leaders to identify opportunities to optimize operations.
Responsibilities
- Consult with internal operations leaders to identify problems or opportunities that can leverage data and analytics, building trusted stakeholder relationships and bringing curiosity to uncover the real business problem worth solving
- 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
- Apply statistical, simulation, and forecasting methods, including hypothesis testing, regression, A/B testing, Monte Carlo simulation, and time series forecasting, to quantify the impact of operational and business decisions and anticipate future outcomes
- Translate analytical findings into clear recommendations, using visualizations and presentations to communicate insights and drive stakeholder decisions
- Use data storytelling techniques to simplify complex findings into narratives that resonate with non-technical stakeholders and drive action
- Manage multiple analytics projects with accuracy and attention to detail, prioritizing tasks to meet deadlines
- Translate ambiguous business questions into structured, testable analytical approaches that meet stakeholder requirements and support broader use-case goals
- Drive best practices to improve the quality and effectiveness of our analytics function across capacity planning, workforce analytics, and customer/call center analytics
- Partner with operations leaders to define business KPIs and analytical frameworks that inform dashboards and simplify decision making
- Stay up-to-date with industry trends and emerging technologies, and seek out opportunities to develop new skills
Skills
- Bachelor's degree in data analytics, mathematics, statistics, computer science, economics or a related quantitative 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
- Working knowledge of data modeling and database concepts, with the ability to structure and query data effectively for analysis
- Experience applying statistical techniques and simulations to business problems, such as regression, hypothesis testing, A/B testing, Monte Carlo simulation, or time series forecasting
- Strong storytelling and data communication skills, with the ability to translate complex quantitative analysis into simple, compelling narratives for non-technical audiences
- Strong proficiency with Tableau or related data visualization tools (PowerBI, Superset, etc.)
- Strong problem-solving, analytical, and communication skills, including active listening and presentation
- Proficiency in Excel or Google Sheets for ad hoc analysis
- Experience in financial services
- Proficiency in Python (pandas, statsmodels, or scikit-learn) for statistical analysis
- Experience with Contact Center Analytics and A/B testing/experimentation frameworks
Benefits
- Stock option plan
- Paid coverage of medical, dental and vision insurance
- Flexible PTO
- Opportunities for professional growth and development
- Paid parental leave
- Health & wellness initiatives
- Preference for candidates to work on a hybrid basis from the Phoenix office; remote arrangements are open for the right candidate
Company Overview
Company H1B Sponsorship