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Job Description

The Data Analytics Consultant II is responsible for leveraging data and analytics to answer moderately complex questions and influence business strategy through communication of findings to management. The position is also responsible for developing standards of practice around data retrieval, data manipulation, data reporting and data analytics.

Key Responsibilities:

Influences strategy through data and analytics.

Utilizes data and analytics expertise to coach and develop less experienced analysts.

Communicates and presents project information to team and provides presentations/updates to management.

Establishes, modifies, documents and communicates standards of practice around data retrieval, data manipulation, data quality, data reporting and data analytics.

Compiles, cleans, organizes and analyzes moderately complex data to understand business results.

Monitors and evaluates business initiatives against key performance indicators and communicates results and recommendations to management.

Makes the business insights derived from data analytics accessible to those without technical skills.

Provides technical expertise.

Develops and maintains dashboards, reports, and data visualizations that translate complex workforce and operational data into clear, actionable insights for business partners and leadership.

Partners with Workforce Planning, Operations, Reporting, and other business stakeholders to gather requirements, validate data sources, define reporting needs, and support the delivery of analytical solutions that support business decisions.

Monitors data quality across reporting and planning processes, investigates discrepancies, validates outputs, and partners with appropriate teams to resolve data issues and improve the reliability and consistency of information.

Produces visual analyses and executive-ready reporting that highlight workload trends, staffing impacts, forecast performance, operational drivers, and opportunities for improvement.

Participates in cross-functional projects and analytical initiatives, including requirements gathering, solution design, testing, implementation, documentation, validation, and ongoing enhancement.

Maintains documentation, job aids, data definitions, and standards of practice to support process consistency, governance, knowledge transfer, training, and business continuity.

Identifies opportunities to improve reporting, analytics, data quality, and Workforce Management processes through automation, standardized calculations, improved data models, and emerging technology.

Provides analytical support for technology outage and other operational disruptions by evaluating impacts, summarizing findings, and communicating relevant insights and recommendations to stakeholders.

Balances recurring reporting and planning responsibilities with ad hoc analysis and project work based on evolving business priorities.

Experience:

2 or more years of experience (Preferred).

Skills

Amazon Web Services (AWS), Analytical Support, Analytics, Avaya Technologies, Business Analysis, Business Case Analyses, Business Model Development, Contact Center Services, Contact Center Systems, Data Analysis, Data Analytics, Data Center Management, Data Center Services, Genesis Framework, Microsoft Excel, Microsoft Power Business Intelligence (BI) Data Visualization, Microsoft Power Business Intelligence (PBI), MS SQL Queries, SQL Database Queries, Structured Query Language (SQL)