Data Analyst
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Overview
Job Description
Hybrid Data AnalystContact 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 saying—and 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 skills—comfortable 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
Automate your job search with Sonara.
Submit 10x as many applications with less effort than one manual application.
