Client: American utility company Title: Senior Data Analyst, Customer & Analytics Location: Houston, TX (Hybrid: Monday, Tuesday, Wednesday in-office) Type of opening: Contract (with strong potential for extension and conversion to permanent) Contract length: 3 months with extensions to follow, possibility of full-time conversion Pay rate: $40/hr to $45/hr Day-to-Day:

• Serve as the primary support for call center reporting, focusing on building reports around critical metrics for the Call Center, such as:
• Average Handle Time (AHT), abandoned calls, agent performance, transfer time, wait time, and speed to answer.
• Analyze call center data to identify performance trends and areas for improvement, using these insights to support training initiatives.

Must Haves:

• 5-7 years of experience in data analysis and reporting.
• Call center environment experience is the top priority, including direct experience with call center reporting and metrics.
• Major call center software.
• Proficiency in Tableau for front-end reporting (90% of their current reporting environment).
• Strong ability to write complex SQL queries within Cloud Platform (GCP), including maintaining existing views and creating new ones.
• Understanding of how data moves from source systems into data warehouses (specifically to BigQuery), even if not performing the backend work directly.

PDN-9ef79bce-c55c-4366-94c9-122e34d0698d