Business Analyst (Call Center Analytics)

Business Analyst (Call Center Analytics) Pompano Beach, FL Job Details Full-time 1 day ago Benefits Dental insurance 401(k) Parental leave Vision insurance Qualifications Performance dashboard reports Dashboard development Power BI Data visualization software proficiency Data Integration (Data management) 6 years Automation Call center experience Spark Improving operational efficiency Reporting and dashboarding tools Tableau SQL Data quality management Pandas Salesforce Cloud Analysis skills Business intelligence tools Spark implementation CRM system proficiency Data analytics tools Senior level AI Research findings presentation Ad-hoc reporting Communication skills Data analytics technologies Database software proficiency

Full Job Description Job Title:

Business Analyst (Call Center Analytics)

Location:

Pompano Beach, Florida (Onsite)

Experience:

6+

Years Company:

Apexon About Apexon Apexon is a digital-first technology services firm focused on accelerating business transformation and delivering human-centric digital experiences. With expertise across AI, analytics, cloud, DevOps, and more, Apexon helps organizations innovate and stay competitive in a rapidly evolving digital landscape. Backed by Goldman Sachs Asset Management and Everstone Capital, Apexon has a strong global presence across multiple continents. Role Overview We are seeking a highly motivated Business Analyst (Call Center Analytics) to support reporting, performance tracking, and operational insights for a call center environment. This role will play a key part in analyzing call center data, building dashboards, and driving actionable insights to improve efficiency and customer experience. Key Responsibilities Operational Reporting & Dashboards Develop and maintain dashboards tracking key call center KPIs (call volume, handle time, abandonment rate, etc.) Build recurring and ad hoc reports for leadership Ensure data accuracy and troubleshoot reporting issues Data Analysis & Insights Analyze performance trends and identify areas for improvement Provide actionable insights to optimize call center operations Present findings to both technical and non-technical stakeholders Data & Tools Write complex SQL queries for data extraction and reporting Use Python for data processing, automation, and reporting Build visualizations using tools like Tableau or Power BI Systems & Integration Work with CRM systems (e.g., Salesforce) for reporting needs Collaborate with technical teams to integrate data from multiple systems Required Qualifications 6+ years of experience in data analysis or business analytics Strong SQL skills (writing complex queries independently) Experience with Tableau, Power BI, or similar tools Hands-on experience with Python (pandas, PySpark preferred) Strong analytical and problem-solving skills Excellent communication skills Preferred Qualifications Experience in call center or healthcare domain Understanding of call center KPIs and workforce metrics Exposure to cloud-based analytics platforms Familiarity with AI or automation tools What You'll Gain Work with modern analytics tools and technologies Exposure to AI and automation in operations Opportunity to collaborate with leadership Career growth in data analytics and operations

Job Type:

Full-time Benefits:

401(k) Dental insurance Parental leave Vision insurance

Work Location:

In person