Full-Time Manager of Contact Center Analytics

Experian is seeking an experienced Manager of Contact Center Analytics to join our team. Reporting to the VP of MCE Technology, this role supports Experian's customer service arm with comprehensive reporting and analytics. This is a hands-on management position requiring proven skills in expanding our BI platform and mastering data manipulation via SQL.

Responsibilities include:

• Managing a data engineers team, providing guidance and contributing to development efforts.
• Leading the creation and maintenance of analytics across multiple contact center operational teams.
• Expanding and enhancing our Google Looker BI platform.
• Performing advanced data manipulation and analysis using SQL, custom stored procedures, views, and queries.
• Developing and supporting AWS Redshift and AWS Glue solutions using Python.
• Collaborating with team members and product teams to understand reporting requirements and deliver insights.
• Ensuring data accuracy, integrity, and security.
• Identifying opportunities for process improvements and automation.

Qualifications include:

• Bachelor's degree in Computer Science, Data Science, or related field
• 3+ years of experience in a similar role
• Proficiency in SQL for data manipulation and analysis
• Experience with AWS Redshift, AWS Glue, and Python
• Knowledge of CI/CD pipelines and GitHub for version control
• Experience in contact center analytics and reporting
• Ability to manage and mentor a small team while remaining hands-on with development

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