Data Analyst

Hybrid Data Analyst Contact Center Analytics & Conversational Intelligence (BPO) 📍 Southington, CT (Hybrid - 3 days in office) About the Role We're looking for a curious, data-driven Data Analyst who thrives on turning customer conversations into actionable business insights. In this role, you'll analyze consumer feedback from contact center interactions and help clients understand what their customers are saying—and more importantly, what to do about it. You'll work directly with clients and internal teams to uncover trends, build dashboards, and deliver clear, actionable recommendations that drive real improvements in customer experience and operations. If you enjoy storytelling with data, working with stakeholders, and digging into trends others might miss, this is a strong fit. What You'll Do Client-Facing Analytics Analyze consumer feedback and identify key trends, themes, and opportunities Translate data into clear, actionable insights for clients Partner with clients to understand reporting needs and deliver tailored solutions Build and present reports, dashboards, and visualizations using Tableau Respond to ad-hoc data requests and business questions quickly and accurately Monitor feedback on new products and deliver monthly insights to stakeholders Data Visualization & Reporting Design, build, and maintain Tableau dashboards and reports Use Excel for advanced data analysis and reporting Troubleshoot data issues across sources, dashboards, and visualizations Create presentation-ready materials and insights for client-facing meetings Internal Analytics & Operations Lead weekly focus groups with contact center agents to identify emerging trends Present weekly insights and performance data to internal leadership Track and report on agent productivity and operational metrics Support capacity planning and contact volume reporting Maintain and update customer survey dashboards and reporting Contribute data and visuals for Quarterly Business Reviews (QBRs) What We're Looking For Strong communication skills—comfortable working directly with clients Naturally curious with the ability to dig into data and uncover meaningful insights Advanced Excel skills (formulas, lookups, data manipulation) Experience with Tableau (dashboard creation, data visualization, storytelling) Ability to simplify complex data into clear, concise takeaways Highly organized with the ability to manage multiple projects and deadlines Why Join Us High-visibility role with direct client impact Blend of analytics, strategy, and client interaction Opportunity to influence real business decisions through data Collaborative team environment with growth potential #IND-HP