Contact Center Data Analyst

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Contact Center Data Analyst

This position is not eligible for employer sponsorship.

To ensure a fair and consistent evaluation process, candidates are expected to complete all interviews and assessments independently and without the use of artificial intelligence tools (including AI-generated responses, prompts, or real-time assistance). Use of AI throughout the application and recruiting process may result in removal from consideration. Our goal is to get to know your authentic experiences, communication style, and problem-solving approach.

This position is local to our corporate campus located in Phoenix, AZ and is ineligible for fully remote work.

As a Data Analyst, team members will be responsible for evaluating and improving U-Haul's products and services. You will be interacting with multi-disciplinary teams of Data Scientists, Engineers and Business Experts and will bring big data analytics and scientific rigor to the team. This process involves understanding complex business functions, creating new solutions, analyzing structured and unstructured data, forming descriptive analysis and dashboards, and developing models for inference and prediction. You are expected to embrace new technologies and deliver smart solutions and services, collaborate with teams, share their knowledge, and collectively grow capability, skills, and knowledge in the team.

Responsibilities:

• Engineering tables and jobs using Spark SQL and Python to meet analysis and reporting needs
• Creating interactive and drill-down dashboards to deliver key trends and insights to stakeholders
• Working with leaders and domain experts to identify business needs, create an analysis plan, identify deliverables, and communicate key insights
• Designing and implementing the data science model appropriate to the business challenge (classification, regression, unsupervised learning, recommendation systems, sentiment analysis, neural network, etc.)
• Communicating complex technical concepts to stakeholders with confidence and integrity
• Working with business stakeholders to determine metrics for evaluating the models
• Working with data engineers to create datasets for insight and prediction
• Building data visualizations, reports, and presentations
• Rapidly learning and implementing new technologies and tools
• Provide leadership to help shape our data initiatives across U-Haul
• Potential to share and teach skills around advanced data analytics and data evaluation
• Handling a variety of responsibilities under pressure and functioning independently

Relevant tasks:

• Formulate mathematical or simulation models of problems, relating constants and variables, restrictions, alternatives, conflicting objectives, and their numerical parameters.
• Perform validation and testing of models to ensure adequacy, and reformulate models, as necessary.
• Collaborate with senior managers and decision makers to identify and solve a variety of problems and to clarify management objectives.
• Present the results of mathematical modeling and data analysis to management or other end users.
• Collaborate with others in the organization to ensure successful implementation of chosen problem solutions.
• Analyze information obtained from management to conceptualize and define operational problems.
• Study and analyze information about alternative courses of action to determine which plan will offer the best outcomes.
• Prepare management reports defining and evaluating problems and recommending solutions.
• Define data requirements, gather and validate information,