Contact Center Data Analyst - HYBRID Position in CT

Hybrid Data Analyst in Southington, CT – Contact Center Analytics & Conversational Intelligence (BPO)

Overview

We are seeking a Data Analyst to support a BPO contact center environment servicing multiple clients. The role focuses on transforming complex interaction and performance data into clear, actionable insights. Candidates must have strong experience building Tableau dashboards, mining data from conversational intelligence platforms, and working directly with clients to gather requirements, interpret results, and present insights that drive measurable improvements in customer experience and operational performance.

Key Responsibilities

• Design, build, and maintain interactive Tableau dashboards that communicate trends, performance metrics, and actionable insights
• Analyze structured and unstructured data from conversational intelligence tools (e.g. CallMiner, Genesys, contact center transcripts, QA data, sentiment, topic modeling, agent performance metrics)
• Perform data mining and pattern analysis to uncover trends, anomalies, and opportunities for improvement
• Partner with business stakeholders (Operations, QA, IT, Marketing) to understand requirements and define meaningful KPIs
• Translate complex analytical findings into clear narratives and visual insights that inform decision-making
• Ensure data accuracy, consistency, and reliability across reports and dashboards
• Automate recurring reports and dashboards to improve efficiency and scalability
• Support ad hoc analysis and deep-dive investigations related to customer behavior, agent performance, and operational outcomes
• Continuously improve dashboard usability, performance, and visual storytelling

Required Qualifications

• Bachelor’s degree in Data Analytics, Statistics, Business, Computer Science, or a related field (or equivalent experience)
• 3 years of experience as a Data Analyst or similar role
• Advanced experience building dashboards and reports in Tableau
• Hands-on experience with data mining and analysis using conversational intelligence platforms
• Strong SQL skills and experience working with large datasets
• Ability to analyze both quantitative and qualitative data (including text-based data)
• Experience working in customer service, contact center, or CX analytics environments
• Familiarity with AI-driven analytics, sentiment analysis, and speech/text analytics
• Experience integrating data from multiple sources (e.g., CRM, telephony, QA systems, WFM, CI platforms)
• Knowledge of data visualization best practices and storytelling techniques
• Strong attention to detail and data quality standards
• Excellent communication skills with the ability to present insights to diverse audiences

What Success Looks Like

• Dashboards are intuitive, trusted, and widely used by clients and other key stakeholders
• Insights lead to measurable improvements in customer experience, quality, or efficiency
• Complex data is consistently transformed into clear, actionable intelligence
• Support Quarterly Business Reviews (QBRs), performance reviews, and ad hoc client presentations

This is a full-time, hybrid position (three days in-office and two days remote) based in Connecticut.

Candidates must reside within a reasonable commuting distance of our Southington, CT office.

Salary is commensurate with experience.

Salary : $80,000 - $100,000