Data Analyst (Contact Center)

Overview

Highlight is seeking a data analyst to provide data analytics/visualization support on our federal health contractor program. This position is fully remote.

Responsibilities

• Manage help desk analytics for HHS contact center
• Utilize CRM (ServiceNow) to track contact center performance and configure KPI reports
• Assist and work with internal teams to resolve data export related issues. ·
• Maintain database documentation
• Interact and collaborate with government customers through ServiceNow tickets, emails, meetings and phone

Qualifications

• Minimum of 3 years of experience using CRM systems to track customer interactions, triage requests, and generate actionable insights.
• Experience developing dashboards, tracking KPIs, and reporting performance to internal and external stakeholders.
• Familiarity with CRM systems and data visualization or analytics tools such as Salesforce, Power BI, or similar platforms to support reporting and performance tracking.
• Ability to work with program staff to translate data into operational improvements
• Bachelor's degree or higher
• Ability to obtain Public Trust

About Highlight For over ten years, Highlight has provided Development and Modernization, Secure IT, and Mission Solution services to our federal government customers. Our team knows the technology; we understand how our customers and their stakeholders work; and we know how to implement industry best practices to deliver high-quality, end-to-end solutions that minimize risk and maximize results. Since our inception, Highlight has had an employee-first mindset. Our mission is to provide employees with rewarding and impactful career opportunities. In 2021, Highlight’s founder, Rebecca Andino, implemented an Employee Stock Ownership Plan to embody and expand our culture of transparency, teamwork and rewarding the work of our employees. By becoming an ESOP, our employee-owners share in the success of the company through their ownership stake. To learn more about ESOPS, check out: www.esopinfo.org. We’re an Equal Opportunity Employer (EOE) that empowers our people to fearlessly drive change - regardless of their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, veteran status, or other characteristics. Our team is dedicated to foster diversity within our teams to promote creativity, innovation, and teamwork to deliver the best solutions for our customers. To receive compensation and benefits information for this role, contact us or email us at [email protected] Please include the Req ID (this is at the top of the posting under the position title) in the subject line of the email. Recruitment Fraud Disclaimer Highlight takes your security seriously. Please be aware that fraudulent actors may attempt to circulate fictitious job opportunities and impersonate our recruiters. The main purpose of these correspondences is to obtain privileged information from individuals. To protect yourself, keep the following in mind:

• All emails will come from an official @highlighttech.com or @talent.icims.com email address.
• We will never request payment or personal financial information during the recruitment process.
• We will not send job offers via email. All offers are first extended verbally by a member of our recruitment team whenever possible, and then followed up via written communication through official channels.

If you suspect fraudulent activity or have any doubts about the authenticity of an email, letter, or telephone communication supposedly from, for, or on behalf of Highlight, please contact our team directly at [email protected]. --- #nwhpQualifications:

• Minimum of 3 years of experience using CRM systems to track customer interactions, triage requests, and generate actionable insights.
• Experience developing dashboards, tracking KPIs, and reporting performance to internal and external stakeholders.
• Familiarity with CRM systems and data visualization or analytics tools such as Salesforce, Power BI, or similar platforms to support reporting and performance tracking.
• Ability to work with program staff to translate data into operational improvements
• Bachelor's degree or higher
• Ability to obtain Public Trust

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