Job Description

Job Title: Part-Time Contact Center Data Analyst

Location: Fully Remote (must work 7am-11amCST hours)

Industry: Healthcare Manufacturing

Pay: $35 - $38 / Hour

Benefits: This position is eligible for medical, dental, vision, and 401(k).

About Our Client:

Addison Group is hiring on behalf of our client for a Part-Time Customer Service/Contact Center Data Analyst for 20-25 hours per week to support a high-volume contact center. This role focuses on delivering timely, accurate reporting and analytics each morning that enable leadership to make data-driven decisions. The position is fully remote and supports daily operational reporting.

Job Description:

The Customer Service Data Analyst is responsible for producing daily, time-sensitive reports and transforming data from multiple systems into actionable insights. This role supports customer service performance, workforce planning, and incentive calculations by analyzing trends and clearly communicating results to leadership. The ideal candidate is analytical, detail-oriented, and comfortable working independently in a fast-paced environment.

Key Responsibilities:

• Run daily reports using established tools and processes with strict deadlines
• Extract, consolidate, and validate data from multiple enterprise systems
• Ensure accuracy, consistency, and integrity of reporting data
• Build and maintain dashboards, scorecards, and KPI reports
• Analyze trends related to call volume, handle time, service levels, staffing, and productivity
• Translate complex datasets into clear visualizations and leadership-ready summaries
• Support ad hoc analysis requests related to customer experience and operations
• Calculate incentive compensation based on defined KPIs and performance metrics
• Partner with customer service leadership to validate results and insights
• Identify risks, opportunities, and trends to support data-driven decision-making

Qualifications:

• At least 3 years of experience in customer service, contact center, or operations analytics
• Highly analytical data background to read reports, understands trends and patterns and how reports interact
• Advanced Microsoft Excel skills (pivot tables, formulas, data modeling; Power Query a plus)
• Experience with dashboards and reporting tools (Excel dashboards, Tableau, or similar)
• Strong ability to synthesize and interpret large datasets
• Ability to clearly communicate complex data and tell the story behind the numbers
• High attention to detail and commitment to data accuracy
• Self-motivated with the ability to meet tight deadlines

Additional Details:

• Fully remote role
• Part-time: 20–25 hours per week
• Contract duration: 3 months
• Schedule: Monday–Friday, 7:00 AM–11:00 AM CST
• Start date: Within two weeks
• Software environment includes MS Office (advanced Excel), SAP, Salesforce, Tableau, Oracle
• Call center volume of approximately 6,000–7,000 calls per day

Perks:

• Fully remote, consistent part-time schedule
• High-impact role supporting leadership with daily insights
• Exposure to enterprise contact center analytics
• Fast-paced, data-driven environment

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.

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