Lead Insights Analyst, Support Now

The Lead Insights Analyst will be responsible for providing meaningful insights to the Support Now, Field Operations team through the analysis of data comprised of multi-channel service desk (phone, app, online, etc.) and enterprise Chick Fil A data sources. This role will work to ensure data and analysis requirements are met by properly applying data concepts, including data collection and cleansing, structured and unstructured data analysis and reporting. This role will require analytical rigor, judgment, and ability to present a comprehensive ‘data story’ to multiple audiences. In this role the Lead Analyst will work with substantial latitude for action and decision making in the area of data analytics and visualization. Responsibilities:

• Performs ad-hoc, strategic analysis of structured and unstructured data across multiple data sources, focusing on contact center analytics.
• Identifies opportunities to improve business performance and develop new strategies through data insights, applying modeling and optimization methods.
• Responsible for designing, building, deploying and maintaining dashboards that empower teams to make data informed decisions within their respective business units.
• Develops data structures and pipelines to organize, collect, cleanse, and standardize data in order to generate insights and addresses reporting needs.
• Defines data requirements, gathers and validates information, using judgment and statistical tests.
• Conducts ad-hoc analytics and reporting based on analysis of existing data sources, utilizing a variety of tools and programs (e.g., Tableau, Python, SQL).

• Strong analytical and problem-solving skills
• Experience with a variety of data visualization methods
• Strong communication and verbal skills with the ability to effectively present information
• Experience partnering well with cross-functional teams
• Proven ability to learn quickly and solve complex problems
• Has a keen eye for detail and for the thoughtful investigation of data
• Possess the ability to work independently, self-navigate challenges

Preferred Qualifications (Knowledge, Skills, & Abilities):

• Knowledge of service desk operations and metrics
• Experience with data analytics and visualization tools and programs such as Tableau, Python, and SQL.

Required Years of Experience: 3 Travel Requirements: 10% Required Level of Education: Bachelor’s Degree Relocation Assistance Provided: No