Contact Center Data Analyst

Job description

Location: 2727 N Central Ave, Phoenix, Arizona 85004 United States of America 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, apply judgment and statistical tests. Observe the current system in operation and gather and analyze information about each of the component problems, using a variety of sources. Breakdown systems into their components, assign numerical values to each component, and examine the mathematical relationships between them. Design, conduct, and evaluate experimental operational models in cases where models cannot be developed from existing data. Educate staff in the use of mathematical models. Specify manipulative or computational methods to be applied to models. Develop and apply time and cost networks to plan, control, and review large projects. Develop business methods and procedures, including accounting systems, file systems, logistics systems, and production schedules. Qualifications: Master’s degree from an accredited college/university in Business Analytics, Computer Science, Statistics, Mathematics, Engineering, or related fields, with 3 years of relevant experience Proven experience in SQL and Python Proven experience in Power BI and Databricks Proven experience processing and analyzing structured and unstructured data Exposure to and familiarity with common statistical and machine learning techniques. Substantial depth in one or more of the above techniques with past industry projects and/or academic research. The ability to communicate and present both orally and in writing, and comfortability with ambiguity and change High degree of drive, energy, self-confidence, commitment, and flexibility U ‑ Haul Offers: Medical insurance Prescription drug plans Dental & Vision plan with hearing care discounts Onsite medical clinic for team members and eligible family members New indoor fitness gym (Midtown Phoenix campus) Get Fit Gym Reimbursement Program Registered Dietitian Program WeightWatchers® CVS Virtual Care U‑Haul Kids Program 24‑Hour Nurse Line Wellness Program (Healthier You initiatives & challenges) Mindset App Reimbursement Pet Insurance & Wellness plans Career stability Opportunities for advancement Valuable on‑the‑job training Tuition Reimbursement Program Free online courses for personal and professional development at U‑Haul University® 401(k) Savings Plan Employee Stock Ownership Plan (ESOP) Company‑paid life insurance Voluntary life insurance options Short-Term and Long‑Term Disability Critical Illness, Accident & Hospital Indemnity plans Business & business travel insurance MetLaw Legal Program MetLife Auto & Home Insurance LifeLock Identity Theft Protection Dave Ramsey’s SmartDollar® Financial Wellness Program U‑Haul Federal Credit Union Paid holidays, vacation, and sick time You Matter Employee Assistance Program (EAP) Discounts on cell phone plans, hotels, computers, vehicles & more Community involvement & volunteer opportunities U‑Haul Mothers Program (Paid maternity leave) #LI-FT1 U-Haul Holding Company, and its family of companies including U-Haul International, Inc. (“U-Haul”), continually strives to create a culture of health and wellness. Consistent with applicable state law, U-Haul will not hire or re-hire individuals who use nicotine products. The states in which U-Haul will decline to hire nicotine users are: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Pennsylvania, Texas, Utah, Vermont, Virginia, and Washington. U-Haul has observed this hiring practice since February 1, 2020 as part of our commitment to a healthy work environment for our team. U-Haul is an equal opportunity employer. All applicants for employment will be considered without regard to race, color, religion, sex, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, provincial, state or local law. Individual accommodations are available on requests for applicants taking part in all aspects of the selection process. Information obtained during this process will only be shared on a need to know basis.