What are the responsibilities and job description for the Junior Analyst, Customer Service Data & Systems position at Newegg?
Purpose of Job
The Associate Contact Center Data & Systems Analyst supports the day-to-day operations of our contact center by helping pull reports, maintain dashboards, and keep our service systems running smoothly. This is an entry-level role designed for someone early in their career who is curious about data, eager to learn how contact centers work, and excited to grow into a well-rounded analyst. You'll work alongside experienced analysts and cross-functional partners, learning how data insights translate into better customer experiences and more efficient operations. Daily responsibilities will focus on hands-on learning: running standard reports, supporting basic system administration tasks, and assisting with process-improvement projects under the guidance of senior team members.
Job Description
Key Responsibilities
Data & Reporting (with guidance)
Education & Experience
Mental Functions: Decisions may affect a work unit or area within a department. May contribute to business and operational decisions that affect the department. This position performs a variety of routine duties within established policies and procedures or by referral to the supervisor's guidelines.
Physical Functions: Sitting is required 90% of the time. Walking and standing required 5% of the time respectively. No heavy lifting is required. Constant keyboarding and telephone usage.
Office cubicle environment with minimal exposure to the environment or health hazards.
Supervisor Responsibilities
N/A
Language Skills
Must be able to read and write in English
Work Environment
Typical office environment.
Travel Requirements
N/A
The Associate Contact Center Data & Systems Analyst supports the day-to-day operations of our contact center by helping pull reports, maintain dashboards, and keep our service systems running smoothly. This is an entry-level role designed for someone early in their career who is curious about data, eager to learn how contact centers work, and excited to grow into a well-rounded analyst. You'll work alongside experienced analysts and cross-functional partners, learning how data insights translate into better customer experiences and more efficient operations. Daily responsibilities will focus on hands-on learning: running standard reports, supporting basic system administration tasks, and assisting with process-improvement projects under the guidance of senior team members.
Job Description
Key Responsibilities
Data & Reporting (with guidance)
- Pull standard reports from contact center platforms (e.g., Genesys Cloud, Amazon Connect) on metrics like Average Speed of Answer (ASA), Average Handle Time (AHT), and SLA compliance.
- Help maintain existing dashboards and update visuals as directed by senior analysts.
- Assist in reviewing customer survey results (CSAT, NPS) and flagging trends for the team to investigate.
- Support ad hoc data requests from leadership by gathering numbers and preparing simple summaries.
- Double-check data accuracy and escalate anything that looks unusual.
- Assist with basic user account tasks: creating logins, resetting access, and updating permissions under supervision.
- Help with user acceptance testing (UAT) by following test scripts, logging bugs, and tracking issues to resolution.
- Document common system issues, fixes, and "how-to" steps to build out a team knowledge base.
- Serve as a friendly first point of contact for end-user questions, escalating complex issues to senior team members.
- Participate in team meetings, training sessions, and project syncs to learn how the contact center operates end-to-end.
- Support small process-improvement projects by gathering data, taking notes, and helping coordinate next steps.
- Shadow senior analysts on cross-functional projects with Workforce Management, IT, and Business Intelligence.
- Build relationships across teams and learn how each function contributes to customer experience.
Education & Experience
- Bachelor's degree (or in-progress / equivalent experience) in Data Analytics, Information Systems, Business, Operations, Communications, or a related field. Recent graduates are encouraged to apply.
- 0-1 year of professional experience. Internships, part-time roles, school projects, or coursework involving data analysis, customer service, or systems work all count.
- Any exposure to customer service, call centers, retail operations, or help desk environments (including part-time or summer jobs) is a plus but not required.
- Familiarity with cloud-based tools (Google Workspace, Microsoft 365) through school or prior internships.
- Curiosity about contact center platforms like Genesys Cloud or Amazon Connect — you don't need prior experience, just a willingness to learn.
- Working knowledge of Excel (formulas like VLOOKUP/XLOOKUP, basic pivot tables, charts). Comfort learning more advanced features like Power Query on the job.
- Basic familiarity with SQL or interest in learning (a class, online course, or personal project is enough to start).
- Exposure to a data-visualization tool such as Power BI or Tableau is a plus — full proficiency is not expected.
- Comfortable picking up new software quickly and following written documentation.
- Awareness of what a CRM is and a general interest in how customer service technology works.
- Strong attention to detail and a careful, organized approach to working with numbers.
- Good written and verbal communication — able to ask clear questions and share findings simply.
- Eager learner with a growth mindset; open to feedback and coaching.
- Reliable and accountable, able to manage assigned tasks and meet deadlines with reasonable guidance.
- Customer-focused mindset — genuinely cares about making things better for end users.
- Adaptable and positive in a fast-paced environment where priorities can shift.
- Works collaboratively with team members across Customer Service, Workforce Management, and Business Intelligence — learning from each.
- Maintains professionalism and confidentiality when handling customer and operational data.
- Follows company policies around data integrity and compliance.
Mental Functions: Decisions may affect a work unit or area within a department. May contribute to business and operational decisions that affect the department. This position performs a variety of routine duties within established policies and procedures or by referral to the supervisor's guidelines.
Physical Functions: Sitting is required 90% of the time. Walking and standing required 5% of the time respectively. No heavy lifting is required. Constant keyboarding and telephone usage.
Office cubicle environment with minimal exposure to the environment or health hazards.
Supervisor Responsibilities
N/A
Language Skills
Must be able to read and write in English
Work Environment
Typical office environment.
Travel Requirements
N/A