Data Analyst

Hybrid Data Analyst Contact Center Analytics & Conversational Intelligence (BPO) Southington, CT (Hybrid - 3 days in office)

About the Role We're looking for a curious, data-driven Data Analyst who thrives on turning customer conversations into actionable business insights. In this role, you'll analyze consumer feedback from contact center interactions and help clients understand what their customers are sayingand more importantly, what to do about it.

You'll work directly with clients and internal teams to uncover trends, build dashboards, and deliver clear, actionable recommendations that drive real improvements in customer experience and operations.

If you enjoy storytelling with data, working with stakeholders, and digging into trends others might miss, this is a strong fit.

What You'll Do Client-Facing Analytics

Analyze consumer feedback and identify key trends, themes, and opportunities

Translate data into clear, actionable insights for clients

Partner with clients to understand reporting needs and deliver tailored solutions

Build and present reports, dashboards, and visualizations using Tableau

Respond to ad-hoc data requests and business questions quickly and accurately

Monitor feedback on new products and deliver monthly insights to stakeholders

Data Visualization & Reporting

Design, build, and maintain Tableau dashboards and reports

Use Excel for advanced data analysis and reporting

Troubleshoot data issues across sources, dashboards, and visualizations

Create presentation-ready materials and insights for client-facing meetings

Internal Analytics & Operations

Lead weekly focus groups with contact center agents to identify emerging trends

Present weekly insights and performance data to internal leadership

Track and report on agent productivity and operational metrics

Support capacity planning and contact volume reporting

Maintain and update customer survey dashboards and reporting

Contribute data and visuals for Quarterly Business Reviews (QBRs)

What We're Looking For Strong communication skillscomfortable working directly with clients

Naturally curious with the ability to dig into data and uncover meaningful insights

Advanced Excel skills (formulas, lookups, data manipulation)

Experience with Tableau (dashboard creation, data visualization, storytelling)

Ability to simplify complex data into clear, concise takeaways

Highly organized with the ability to manage multiple projects and deadlines

Why Join Us High-visibility role with direct client impact

Blend of analytics, strategy, and client interaction

Opportunity to influence real business decisions through data

Collaborative team environment with growth potential

#IND-HP