Insight Global
Lead Data Scientist (Call Center)
Insight Global, Tampa, Florida, us, 33646
Job Description
The Lead Data Scientist will report into the Director of Workforce Management & Digital Strategy, who reports into the VP of Contact Center Operations. They will gather, analyze, and interpret call center data and operational processes to identify opportunities for improvement and provide actionable insights. Following their data analysis, they will be required to present reports to management utilizing data sources to uncover relevant relationships in efforts to improve call center operations. Immediately they will inherit 1 direct report ; Business Analyst, and eventually assist in building out the vertical under them. They will act as a liason to the Enterprise Data Analytics team.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .
Skills and Requirements
Remote but must sit out of: Alabama, Alaska, Colorado, Florida, Georgia, Indiana, Kansas, Louisiana, Maryland, Michigan, Mississippi, North Carolina, South Carolina, Tennessee, Texas, or Virginia
Bachelor's Degree in relevant field
Minimum 4 yrs experience as a Data Scientist
Strong knowledge and understanding of Call Center terminology ; Avg Handle Time, Talk time, Volume offered vs handled, etc.
4 yrs advanced Excel experience
Experience with SQL and SSRS Reporting
Experience with Databricks and PowerBI
Experience with R/Python (Pandas, NumPy, SciPy libraries), VBA, and Shell Scripting.
Strong experience with descriptive and predictive statistical tools Genesys or another CCaaS null
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.
The Lead Data Scientist will report into the Director of Workforce Management & Digital Strategy, who reports into the VP of Contact Center Operations. They will gather, analyze, and interpret call center data and operational processes to identify opportunities for improvement and provide actionable insights. Following their data analysis, they will be required to present reports to management utilizing data sources to uncover relevant relationships in efforts to improve call center operations. Immediately they will inherit 1 direct report ; Business Analyst, and eventually assist in building out the vertical under them. They will act as a liason to the Enterprise Data Analytics team.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .
Skills and Requirements
Remote but must sit out of: Alabama, Alaska, Colorado, Florida, Georgia, Indiana, Kansas, Louisiana, Maryland, Michigan, Mississippi, North Carolina, South Carolina, Tennessee, Texas, or Virginia
Bachelor's Degree in relevant field
Minimum 4 yrs experience as a Data Scientist
Strong knowledge and understanding of Call Center terminology ; Avg Handle Time, Talk time, Volume offered vs handled, etc.
4 yrs advanced Excel experience
Experience with SQL and SSRS Reporting
Experience with Databricks and PowerBI
Experience with R/Python (Pandas, NumPy, SciPy libraries), VBA, and Shell Scripting.
Strong experience with descriptive and predictive statistical tools Genesys or another CCaaS null
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.