Newegg · 2 weeks ago
Contact Center Data & Systems Analyst
Diamond Bar, CA
Full-time
Onsite
Senior Level
5+ years expNewegg is seeking a Contact Center Data & Systems Analyst responsible for enhancing customer experiences through operational excellence. This role involves managing contact center systems, analyzing data to track performance metrics, and collaborating with cross-functional teams to implement improvements.
ComputerConsumer ElectronicsE-CommerceElectronicsGift CardHardwareRetailSoftwareToys
Responsibilities
Extract, analyze, and interpret large data sets from contact center platforms (e.g., Genesys Cloud, Amazon Connect, CRM, WFM) to track key metrics such as ASA, AHT, SLA compliance, and agent utilization
Analyze reason-for-contact trends and customer survey results (CSAT, NPS, CES) to identify recurring issues, process gaps, and opportunities to enhance customer experience
Design, maintain, and automate dashboards and reports to visualize performance trends, forecast staffing needs, and identify operational gaps
Provide data-driven insights and recommendations to improve efficiency, staffing alignment, and customer experience
Support leadership with ad hoc analyses, executive reports, and data for strategic planning
Ensure all reporting aligns with established KPIs, SLAs, and business goals across global contact center operations
Serve as the system administrator and primary point of contact for contact center technologies, including configurations, permissions, integrations, and troubleshooting
Administer all Customer Service business systems user accounts and provide end-user support
Perform user acceptance testing (UAT), identify and track bugs, and coordinate resolution with technical teams and vendors
Manage integration testing, data validation, and configuration changes across connected systems
Continuously evaluate and improve contact center systems and tools to enhance functionality, reporting accuracy, and user experience
Maintain and document data sources, definitions, and system standards to ensure transparency, data accuracy, and reporting consistency
Partner with Workforce Management, IT, Product Management, and Business Intelligence to enhance forecasting accuracy, data quality, and operational visibility
Lead and support process-improvement initiatives using data analysis and automation opportunities to streamline workflows
Facilitate user group meetings, training sessions, and feedback discussions to ensure systems meet evolving business needs
Collaborate with IT and CX teams to analyze IVR data, identify call routing or containment opportunities, and optimize menu logic to improve self-service resolution rates
Manage multiple projects and competing deadlines to minimize operational impact and maintain service continuity
Facilitates user group meetings, feedback sessions, software demonstrations, and training
Collaborate with internal stakeholders and vendors to evaluate and implement system enhancements or upgrades
Perform additional tasks or special projects as assigned to support operational goals and continuous improvement
Qualification
Required
Education or equivalent experience in Data Analytics, Information Systems, Operations Management, or a related field (formal degree preferred but not required)
Minimum 5 years of experience in customer service operations, contact center analytics, or systems administration
Proven success managing cloud-based contact center platforms such as Genesys Cloud or Amazon Connect
Experience in data analysis, report automation, and KPI/SLA tracking within large or multi-site operations
Background in workforce management (forecasting, scheduling, adherence) and collaboration with WFM teams
Experience leading or supporting process-improvement, automation, or system-enhancement projects
Vendor management experience related to customer service technology or reporting systems is highly desirable
Advanced proficiency in Excel (formulas, pivot tables, Power Query) and comfort working with large data sets
Experience with SQL, Power BI, Tableau, or similar data-visualization tools
Solid understanding of contact center technologies (ACD, IVR, CTI, CRM integration)
Skilled in system configuration, user administration, and UAT
Familiarity with automation tools, and cloud-based reporting processes
Strong analytical and problem-solving skills with a focus on operational efficiency
Excellent communication and collaboration abilities across technical and business teams
Highly organized with proven capability to manage multiple priorities and projects
Skilled at translating data insights into actionable business strategies
Demonstrates a customer- and user-centric mindset, ensuring tools are intuitive, efficient, and effective
Self-motivated and adaptable, thriving in a fast-paced environment of continuous change
Works effectively with Customer Service Leadership, Workforce Management, Product Management, Sales Operations, and Business Intelligence teams
Serves as an escalation point for system or data-related issues, ensuring timely resolution
Maintains high standards of data integrity, confidentiality, and compliance with company policies
Ability to communicate in English
Preferred
Vendor management experience related to customer service technology or reporting systems is highly desirable
Company
Newegg
Newegg is an online retail store that offers computer hardware, software, and accessories.
1001-5000 employees
H1B Sponsorship
Newegg has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (19)
2023 (7)
2022 (7)
2021 (11)
2020 (7)
Funding
Current Stage
Public CompanyTotal Funding
unknown2021-05-20IPO
2016-11-16Acquired
2005-09-01Series Unknown
Leadership Team
Anthony Chow
Chief Executive Officer (Global)
Montaque Hou
CTO
Recent News
Digital Commerce 360
2025-11-29
2025-11-28
Company data provided by crunchbase