Senior Business Data Analyst

The Senior Business Data Analyst role at TTEC Digital’s Analytics & Insights Practice involves providing data-driven strategic consulting to Fortune 500 clients, supporting and delivering client analyses, and driving strategic thinking and insights for a healthcare client. The primary focus is on contact center operations and sales.

The ideal candidate will have 5+ years of experience in contact center analytics, proficiency in SQL query building, and the ability to turn data into insights and recommendations. Knowledge of contact center measurement and KPIs is required, with healthcare experience being a plus.

The role requires an analytic thinker with a proven ability to interpret analytic output and translate data into insights and strategic recommendations. The candidate must be able to mine data, develop analysis ideas, and deliver business results for clients. They should also be able to present insights in a crisp, easy-to-understand format and speak to the results with confidence.

• Provide data-driven strategic consulting to Fortune 500 clients
• Support and deliver client analyses
• Actively contribute to analytically-oriented projects from inception to delivery, including client communication, analysis, and presentation of deliverables
• Develop measurement and analytic plans
• Develop best-in-class analytic deliverables, presenting them to internal team members and the client team
• Author and maintain comprehensive Standard Operating Procedures (SOPs) and process documentation
• Perform documentation governance activities, including due diligence reviews, change management tracking, and maintenance of program records
• Engage cross-functional stakeholders to elicit requirements, evaluate business needs, and deliver solution recommendations through formal presentations and consultations
• Work with team members and the client team to scope, shape, and transform business questions into analyses leading to actionable results

• 5+ years of experience in contact center analytics
• Proficiency in SQL query building
• Analytic thinker with a proven ability to interpret analytic output and translate data into insights and strategic recommendations
• Experience working with large-scale customer databases, datasets, or tables, communicating summarized analytical findings
• Data-cleansing and standardization of data experience
• Knowledge of statistical concepts (e.g., significance testing, sampling, etc.)
• Proficiency with Excel including Pivot Tables and fluent use of PowerPoint
• Manage small to medium-scale projects

Skills that are a plus:

• Experience working with telephony systems
• Experience in healthcare
• Working knowledge of multivariate statistics
• Working knowledge of programming languages such as SAS, Python, or R
• Graduate degree in business, economics, or quantitative methods preferred but not required
• Background or experience in IT projects
• Proficiency with Power BI and/or other data visualization tools
• Experience in digital transformation or system integration projects