<p>Data Analyst Call Center Reporting to SVP Digital Analytics Department BI Digital Analytics Traveler Relations Center Call Center Location Boston MA hybrid Position Summary At Grand Circle Corporation our mission is to change peoples lives through traveland we believe that mission begins within our own teams Our Traveler Relations Center TRC is the cornerstone of how we care for our travelers and our Business Intelligence BI team plays a critical role in powering that care through data and insights We are a community built on emotional maturity a willingness to take smart risks and open and courageous communication We believe in holding ourselves and each other accountable sharing honest feedback and learning through action As a Data Analyst supporting the TRC you will help us live these values by providing the analytical backbone for exceptional traveler experiences and a high performing service culture The Data Analyst will act as a strategic liaison between the TRC and the Business Intelligence BI team ensuring that operational challenges are addressed with data driven insights and that analytics priorities align with business goals This role will be critical in uncovering trends optimizing performance and empowering the TRC leadership with tools and reports that drive decision making You will work cross functionally with workforce management quality assurance training and senior leadership to bridge day to day operational needs with long term data strategy Key Responsibilities Data Analysis & ReportingDesign and maintain dashboards scorecards and reports to track TRC KPIs call volume handle time SLA adherence CSATNPS agent productivity etcAutomate and optimize reporting processes to enable real time performance monitoringConduct root cause analyses and proactively surface insights to guide team actionsCreate and maintain single source of truth documentation that will be used as reference by technical and non technical teams and underpin all reporting and analysisCross Functional Liaison & StrategyServe as a data translator between TRC operations and BI stakeholdersPartner with TRC leaders to understanddefine and document key metrics and KPIsCommunicate findings to both technical and non technical audiences with clarity and impactPerformance Optimization & ForecastingSupport forecasting scheduling and staffing efforts using historical and real time dataContribute to initiatives that improve traveler satisfaction reduce inefficiencies and enhance call deflectionCollaborate with call QA and training teams to use data in performance coaching and process improvement Qualifications Bachelors degree in Analytics Statistics Business or a related fieldMinimum 5 years of experience in a data analytics role with at least 3 years focused specifically on call center analyticsStrong command of SQL and Excel; Experience designing relational data models and proficiency with BIvisualization tools such as Tableau Looker or Power BIExperience working with call center platforms eg NICE Genesys Five9 and CRM systems eg Salesforce is a plusAbility to synthesize large complex data sets into clear business insightsStrong interpersonal and communication skills able to partner effectively across teams and levelsDemonstrated ownership mindset intellectual curiosity and a passion for continuous improvementExperience translating and documenting business critical processes and workflows to ensure alignment across all departmentsExperience with Snowflake andor Python is a plus Benefits 50 Discount on GCC tripsRobust healthcare benefits including medical dental vision and flex spending accountsGenerous Paid time off PTOPaid holidays throughout the yearCompany paid life insurancePaid short and long term disability insurance401K Retirement Savings accountDiscounted auto and renters insuranceVolunteer and philanthropy opportunities to give back in Boston and where we travelCasual dress code every day Why Join Us Join a mission driven company that values data informed decision making at every levelMake a visible impact on traveler experience and contact center excellenceBe a part of a culture that embraces transparency accountability and bold thinking</p>