Concord Servicing

Data Analyst

Concord Servicing

full-time

Posted on:

Location Type: Hybrid

Location: Insurgentes • Mexico

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Tech Stack

SQL

About the role

  • Consolidate operational data from various sources such as contact centers, business systems, and CRMs.
  • Build and maintain datasets and data pipelines for performance metrics.
  • Perform data validation and anomaly checks to ensure reporting accuracy.
  • Integrate data across consumer and commercial portfolios for unified KPI visibility.
  • Collaborate with Technology and analytics teams to enhance data mapping and documentation in Snowflake.
  • Design and maintain dashboards and reports in TrueBI (ThoughtSpot) and Power BI.
  • Build executive scorecards to track KPIs like digital channel mix and service levels.
  • Enable self-service analytics by creating intuitive paths, metrics, and documentation.
  • Develop visuals and insights for Monthly and Quarterly Business Reviews.
  • Analyze operational performance trends, identifying patterns and opportunities.
  • Perform root cause analyses on performance variations and their impacts.
  • Provide actionable recommendations based on findings for leaders and the Analytics Hub.
  • Assess the impact of new technologies and workflow improvements on performance.
  • Support volume and capacity forecasting, ensuring operational teams understand key assumptions.
  • Develop indicators and dashboards for monitoring service performance and operational risks.
  • Create trend projections for strategic planning and transformation.
  • Utilize statistical techniques to predict challenges and assess intervention effectiveness.
  • Collaborate with Contact Center, Client Ops, Compliance, and Technology to standardize definitions, data sources, and reporting.
  • Assist the COO Data initiative by onboarding datasets, standardizing metrics, and minimizing manual reporting.
  • Offer basic training to stakeholders on dashboard usage, self-service analytics, and KPI interpretation.

Requirements

  • Education: Bachelor’s degree in Business Analytics, Data Science, Statistics, Economics, or a related field (or equivalent experience).
  • Experience: 2+ years of analytical experience (operations, contact center, or service environments preferred).
  • Advanced Excel skills (pivot tables, Power Query preferred) and strong data hygiene practices.
  • Proficiency with BI tools such as Power BI and/or ThoughtSpot (TrueBI); ability to build executive-ready visuals.
  • SQL proficiency for data extraction, transformation, and joining across multiple systems; familiarity with data warehouse concepts (Snowflake preferred).
  • Strong written and verbal communication skills; able to explain insights to technical and non-technical audiences.
  • Demonstrated attention to detail, curiosity, and ability to work through ambiguity in a transformation environment.
Benefits
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Applicant Tracking System Keywords

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Hard Skills & Tools
data validationanomaly checksdata mappingdata pipelinesstatistical techniquesKPI trackingtrend projectionsSQLExceldata hygiene
Soft Skills
communicationattention to detailcuriosityproblem-solvingcollaborationtraininganalytical thinkingadaptabilitycritical thinkinginterpersonal skills