Lead Data Scientist- Call Center

Overview

Compensation: $85,000 - $130,000 based on experience and credentials

Location Type: Remote, candidate must reside in one of several remote hire locations

The Lead Data Scientist is responsible for driving efficiency, operational excellence, and enhancing both member and employee experiences within the contact center. This role will lead a team of business analysts and data analysts to enable data-driven decisions, develop analytics models, and leverage large volumes of data across sources to support business goals.

Responsibilities

• Lead the analytics team, including business analysts and data analysts, focusing on methodologies to improve call center operations

• Gather, analyze, and interpret call center data and operational processes to identify opportunities for improvement and provide actionable insights

• Prepare and present reports to management, utilizing data sources to uncover relevant relationships and turn them into actionable insights

• Develop and maintain report types, including tabular, drill-down, matrix, and charts

• Test and validate reports to ensure high quality and accuracy

• Create reports using tools like Report Builder, Microsoft SQL Server Reporting Services (SSRS), and Microsoft SQL Server Management Studio (SSMS)

• Write complex SQL queries to extract information, trends, or patterns contained in the data

• Validate results of SQL queries with business analysts

• Provide data-driven intelligence to key stakeholders throughout the business

• Conduct analysis and routine KPI reporting to support business operations

• Develop and maintain dashboards to continually assess the contact center's operational performance against enterprise objectives

• Perform correlation analyses and R2 testing to identify relationships and trends within datasets

• Collaborate and coordinate analytic efforts with the larger community at the organization

• Support the development and implementation of strategic business solutions

• Perform preliminary analysis of operational data insights and identify potential opportunities for operational improvements

• Assist the call center team with analyzing operational process inefficiencies and developing improvement opportunities

• Acts as subject matter expert in area of expertise

• Leads the work of lower level employees. Coaches, reviews, and delegates work items. May assist with other personnel activities of staff such as performance appraisals and training.

• Cultivates strong working relationships and builds trust among team members

Qualifications

• Bachelor's degree in Math, Economics, Bio-informatics, Statistics, Engineering, Computer Science, Information Science, Data Analytics, or a related field preferred (a comparable combination of work experience, certifications, and training may be substituted for education requirements).

• 4+ years of industry experience as a Data Scientist, Machine Learning Engineer, Applied Scientist, or similar role. Contact center analytics experience highly desired.

• 4+ years of advanced Excel experience.

• 2+ years of Structured Query Language (SQL) and SSRS report writing.

• 2+ years of experience with R/ Python (Pandas, NumPy, SciPy libraries), VBA, and shell scripting.

• 2+ years of experience with Business Intelligence tools such as PowerBI, Tableau, Qlik preferred.

• Experience with data bricks is preferred.

• Strong knowledge of descriptive and predictive statistical tools.

• Able to prioritize tasks, deal effectively with competing and changing priorities, and meet deadlines.

• Accurate, detail-oriented, and organized.

• Able to analyze and resolve difficult and often complex problems and situations.

• Excellent knowledge and understanding of Credit Union products, services, policies, and procedures pertinent to the job.

• Excellent knowledge and understanding of regulatory compliance necessary to successfully perform job responsibilities.

• Excellent verbal and written communication skills and interpersonal skills in order to interact professionally and effectively with members, staff, vendors, and government regulators. Able to influence others regarding policies, practices, and procedures.

• Works with limited oversight from manager.

Skills

• Leadership

• Analytics

• Data Science

Benefits

• Financial Well-Being: Bonus Program up to 9%, 401K Matching up to 8%, Retirement Planning, Pay Increases based on Competency, Employee Loan Discounts, Flex Spending Accounts

• Wellness: Medical Coverage, Dental and Vision Coverage, Access to 4,000+ Gyms, Mental Health Resources, PTO Wellness Days, Short Term and Long Term Disability Coverage

• Work-Life Balance: 11 Paid Holidays, 3 weeks of Paid Time Off, 4 weeks of Paid Parental Leave, Birthday PTO

• Community Involvement: Paid Volunteer Hours

• Growth: Degree Assistance up to $5,000 per year

• Flexibility: Remote, Hybrid, and Onsite Schedules

• Security: Pet Insurance, Free Identity Theft Protection, Legal Assistance

For more information, including additional benefits, please visit our benefits website at https://careers.suncoastcreditunion.com/benefits

Company Overview

Suncoast Credit Union is consistently chosen as a Tampa Bay Times Top Workplace because its employees genuinely #LOVEWORK! Employees flourish in an inclusive culture celebrating growth and prioritizing the community. Chartered in 1934, Suncoast has never furloughed any employees.

For more information, please visit our careers site at https://careers.suncoastcreditunion.com/

Responsibilities

• Lead the analytics team, including business analysts and data analysts, focusing on methodologies to improve call center operations

• Gather, analyze, and interpret call center data and operational processes to identify opportunities for improvement and provide actionable insights

• Prepare and present reports to management, utilizing data sources to uncover relevant relationships and turn them into actionable insights

• Develop and maintain report types, including tabular, drill-down, matrix, and charts

• Test and validate reports to ensure high quality and accuracy

• Create reports using tools like Report Builder, Microsoft SQL Server Reporting Services (SSRS), and Microsoft SQL Server Management Studio (SSMS)

• Write complex SQL queries to extract information, trends, or patterns contained in the data

• Validate results of SQL queries with business analysts

• Provide data-driven intelligence to key stakeholders throughout the business

• Conduct analysis and routine KPI reporting to support business operations

• Develop and maintain dashboards to continually assess the contact center's operational performance against enterprise objectives

• Perform correlation analyses and R2 testing to identify relationships and trends within datasets

• Collaborate and coordinate analytic efforts with the larger community at the organization

• Support the development and implementation of strategic business solutions

• Perform preliminary analysis of operational data insights and identify potential opportunities for operational improvements

• Assist the call center team with analyzing operational process inefficiencies and developing improvement opportunities

• Acts as subject matter expert in area of expertise

• Leads the work of lower level employees. Coaches, reviews, and delegates work items. May assist with other personnel activities of staff such as performance appraisals and training.

• Cultivates strong working relationships and builds trust among team members

Qualifications

• Bachelor's degree in Math, Economics, Bio-informatics, Statistics, Engineering, Computer Science, Information Science, Data Analytics, or a related field preferred (a comparable combination of work experience, certifications, and training may be substituted for education requirements).

• 4+ years of industry experience as a Data Scientist, Machine Learning Engineer, Applied Scientist, or similar role. Contact center analytics experience highly desired.

• 4+ years of advanced Excel experience.

• 2+ years of Structured Query Language (SQL) and SSRS report writing.

• 2+ years of experience with R/ Python (Pandas, NumPy, SciPy libraries), VBA, and shell scripting.

• 2+ years of experience with Business Intelligence tools such as PowerBI, Tableau, Qlik preferred.

• Experience with data bricks is preferred.

• Strong knowledge of descriptive and predictive statistical tools.

• Able to prioritize tasks, deal effectively with competing and changing priorities, and meet deadlines.

• Accurate, detail-oriented, and organized.

• Able to analyze and resolve difficult and often complex problems and situations.

• Excellent knowledge and understanding of Credit Union products, services, policies, and procedures pertinent to the job.

• Excellent knowledge and understanding of regulatory compliance necessary to successfully perform job responsibilities.

• Excellent verbal and written communication skills and interpersonal skills in order to interact professionally and effectively with members, staff, vendors, and government regulators. Able to influence others regarding policies, practices, and procedures.

• Works with limited oversight from manager.

Skills

• Leadership

• Analytics

• Data Science

Benefits

• Financial Well-Being: Bonus Program up to 9%, 401K Matching up to 8%, Retirement Planning, Pay Increases based on Competency, Employee Loan Discounts, Flex Spending Accounts

• Wellness: Medical Coverage, Dental and Vision Coverage, Access to 4,000+ Gyms, Mental Health Resources, PTO Wellness Days, Short Term and Long Term Disability Coverage

• Work-Life Balance: 11 Paid Holidays, 3 weeks of Paid Time Off, 4 weeks of Paid Parental Leave, Birthday PTO

• Community Involvement: Paid Volunteer Hours

• Growth: Degree Assistance up to $5,000 per year

• Flexibility: Remote, Hybrid, and Onsite Schedules

• Security: Pet Insurance, Free Identity Theft Protection, Legal Assistance

For more information, including additional benefits, please visit our benefits website at https://careers.suncoastcreditunion.com/benefits

Company Overview

Suncoast Credit Union is consistently chosen as a Tampa Bay Times Top Workplace because its employees genuinely #LOVEWORK! Employees flourish in an inclusive culture celebrating growth and prioritizing the community. Chartered in 1934, Suncoast has never furloughed any employees.

For more information, please visit our careers site at https://careers.suncoastcreditunion.com/