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Salary: USD 85,000 - 115,000 / annual
Upgrade is seeking a Data Analyst II to join the Operations Analytics team at the Phoenix Service Center. This hybrid role (on-site Tuesday–Thursday) focuses on leveraging quantitative and qualitative skills to drive insight-driven decision-making across operations.
You will partner with operational leaders to explore and model data, identifying opportunities for efficiency and improvement. Key responsibilities include consulting with internal stakeholders to uncover high-impact business problems, collecting and analyzing large datasets from multiple sources, and performing in-depth analyses to identify trends and key drivers. You will apply statistical and forecasting methods—including hypothesis testing, regression, A/B testing, Monte Carlo simulation, and time series forecasting—to quantify the impact of operational decisions and anticipate future outcomes.
A critical part of the role is translating analytical findings into clear, compelling narratives. You will create data visualizations and presentations that communicate insights to non-technical stakeholders, use data storytelling techniques to drive action, and partner with operations leaders to define business KPIs and analytical frameworks that inform dashboards. You will also manage multiple analytics projects with accuracy, drive best practices across capacity planning and workforce analytics, and stay current with industry trends and emerging technologies.
Work areas include capacity planning, workload forecasting, workforce analytics, business impact analytics, call center analytics, and customer experience analytics. Success requires attention to detail, creativity, consultative skills, and comfort in a fast-paced, challenging environment.
**Requirements:**
- Bachelor's degree in data analytics, mathematics, statistics, computer science, economics, or related quantitative field (or equivalent experience)
- Minimum 3+ years proven experience in data analysis and visualization, including business requirements gathering
- Advanced knowledge of SQL and data query/mining techniques
- Working knowledge of data modeling and database concepts
- Experience applying statistical techniques and simulations to business problems (regression, hypothesis testing, A/B testing, Monte Carlo simulation, time series forecasting)
- Strong storytelling and data communication skills; ability to translate complex quantitative analysis into simple, compelling narratives for non-technical audiences
- Strong proficiency with Tableau or related data visualization tools (PowerBI, Superset, etc.)
- Strong problem-solving, analytical, and communication skills, including active listening and presentation
- Proficiency in Excel or Google Sheets for ad hoc analysis
- Preferred: Experience in financial services
- Preferred: Proficiency in Python (pandas, statsmodels, scikit-learn) for statistical analysis
- Preferred: Experience with Contact Center Analytics and A/B testing/experimentation frameworks
