Data Analyst Call Center

This role supports the ERS Call Center Analytics team by producing reliable KPI reporting, financial and performance deliverables, and ad hoc insights. The position is hybrid in Costa Mesa, CA, with responsibilities spanning reporting design, trend and root-cause analysis, documentation, and data pipeline modeling.

• Location: Costa Mesa, CA
• Schedule: Hybrid (3 days onsite, 2 days remote)

Starting pay range: USD 74,500 to 99,500 per year.

• Design, build, and maintain KPI reporting covering Service Quality
  , Growth
  , Turnover
  , Efficiency
  , and Accuracy
  .
• Develop and deliver internal performance and financial reports, including expense tracking
  , incentive program analysis
  , and goal progress
  .
• Conduct ad hoc analysis across multiple sources using Snowflake
  , AWS
  , SQL
  , Python
  , and Tableau
  .
• Identify trends, perform root cause analysis
  , and present data-driven solutions to stakeholders.
• Document data processes, workflows, and reporting logic to support implementation and ongoing production.
• Create and maintain data flow models that support ETL (Extract, Transform, Load) processes and data pipeline development.
• Retrieve and analyze Salesforce and Genesys Cloud data from Snowflake to support reporting, operational insights, and business decision-making.

• Education: bachelor’s degree in a quantitative or technical field (math, statistics, computer science, engineering) or comparable experience.
• Communication: excellent written and verbal communication to convey complex ideas and findings during Discovery, stakeholder meetings, validation, and presentations.
• SQL: proficient in SQL and able to work with relational databases to query, analyze, and manipulate structured and unstructured data.
• Data validation: ability to conduct calculations using data manipulations for thorough validation and analysis.
• Tableau: intermediate to advanced experience with Tableau Desktop and Tableau Prep
  .
• Preferred: experience with Salesforce and Genesys Cloud
  .

• Snowflake
• AWS
• SQL
• Python
• Tableau
• Tableau Desktop
• Tableau Prep
• Salesforce
• Genesys Cloud

• Health coverage for medical, dental, and vision
• 401(K) saving plans with company match AND Pension
• Tuition assistance
• Floating holidays and PTO for community volunteer programs
• Paid parental leave
• Wellness programs
• Employee discounts (membership, insurance, travel, entertainment, services and more!)