Want to know if this job is worth applying to?
00760 - Team Liberty-Malvern Business Office, United States of America
Hybrid
Posting Date
06/12/20262476 Swedesford RdSTE 150, Malvern, Pennsylvania, 19355-1456, United States of AmericaGeneral Purpose of the Job
We are seeking a driven and detail-oriented Senior Analyst to support our Customer Experience Reporting and Analytics team. In this role, you will be the primary data expert for our contact center platforms, turning operational metrics into actionable insights. This position is built for a professional who thrives in a fast-paced environment, seamlessly managing a high volume of ad hoc requests with quick turnaround times while ensuring the integrity of our call center data.
Essential Duties and Responsibilities
Ad Hoc Reporting & Fast-Paced Delivery: Manage a steady pipeline of ad hoc data requests from business leaders and operational stakeholders, delivering accurate and actionable insights under tight deadlines.
Platform: Serve as the subject matter expert for our contact center and IT Service Management platforms (e.g., NICE CXone, ServiceNow). Analyze data directly from these systems to monitor operational health.
Metrics & SLA Tracking: Monitor and analyze key performance indicators (KPIs) for the contact center (e.g., Abandon Rate, Speed to Answer, Handle Time) as well as ServiceNow metrics (e.g., ticket volume, incident resolution times, SLAs, and backlog trends) to identify process improvement opportunities.
Dashboard Development: Design, build, and maintain interactive dashboards (using Tableau, Excel, or similar tools) to provide real-time visibility into contact center performance.
Stakeholder Collaboration & Prioritization: Partner with cross-functional teams to translate business objectives into scalable technical specifications, using data-driven insights and stakeholder feedback to prioritize analytics initiatives
Project Management: Act as a project manager for analytics tasks and lead team meetings to track progress, align on goals, and ensure smooth project execution.
Data Quality Assurance: Perform data validation for data accuracy and consistency. Troubleshoot and resolve reporting or data discrepancies as they arise.
Education, Experience, and Qualifications
Experience: 3-5 years of experience in data analysis, reporting, or an analytics-focused role—preferably within a high-demand customer service or contact center environment.
Platform Knowledge: Strong familiarity with contact center operations, metrics, and platforms (e.g., NICE CXone) as well as IT Service Management tools (e.g., ServiceNow).
Technical Skills:
Analytical Mindset: Excellent problem-solving skills with the ability to draw meaningful conclusions from potentially incomplete datasets.
Execution & Communication: Highly organized and detail-oriented professional capable of juggling multiple priorities autonomously while delivering professional presentations of technical findings to non-technical audiences.
Education: Bachelor’s degree in Business Analytics, Information Systems, Computer Science, or a related field (preferred).
What We’ll Provide:
More than just pay, our DaVita Rewards package connects teammates to what matters most. Teammates are eligible to begin receiving benefits on the first day of the month following or coinciding with one month of continuous employment. Below are some of our benefit offerings.
#LI-KM4
At DaVita, we strive to be a community first and a company second. We want all teammates to experience DaVita as "a place where I belong." Our goal is to embed belonging into everything we do in our Village, so that it becomes part of who we are. We are proud to be an equal opportunity workplace and comply with state and federal affirmative action requirements. Individuals are recruited, hired, assigned and promoted without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, protected veteran status, or any other protected characteristic.
This position will be open for a minimum of three days.
The Salary Range for the role is $78,000.00 - $119,000.00 per year.
For location-specific minimum wage details, see the following link: DaVita.jobs/WageRates
Compensation for the role will depend on a number of factors, including a candidate’s qualifications, skills, competencies and experience. DaVita offers a competitive total rewards package, which includes a 401k match, healthcare coverage and a broad range of other benefits. Learn more at https://careers.davita.com/benefits
Colorado Residents: Please do not respond to any questions in this initial application that may seek age-identifying information such as age, date of birth, or dates of school attendance or graduation. You may also redact this information from any materials you submit during the application process. You will not be penalized for redacting or removing this information.