Data Analyst, Call Center

  • 151 E 3450 N, Spanish Fork, UT 84660, USA
  • Full-time

Company Description

About

Together we make. Come make with us.

Overview

About us.

At Cricut®, we believe that we’re all born makers. When we built our first cutting machine, we saw the potential for a simple yet powerful tool to completely transform the way people craft, design, and DIY. Since then, we continue to innovate with new machines, platforms, materials, and tools, but that’s just what we do. Who we are is a bustling worldwide community, a means for connection, and an outlet for unbridled creativity. Join us as we place the power of handmade into the hands of ALL.

Life

Love your work. And your coworkers.

Our company is made up of A+ human beings. We ask tough questions, entertain ideas outside of our own, and work together to make something bigger than ourselves. With Cricut® growing in China, the U.K., Australia, New Zealand, as well as Europe and South America, we’re on an unstoppable roll, satisfying that innate creative itch around the world. We train, develop, and celebrate great work with hallway high fives and promotions within. We also throw the world’s best Halloween party.

Enjoy incredible perks.

We take care of our team. From outstanding medical, dental, vision, and retirement benefits, to pet insurance, 401K match, life insurance, incentive programs, paid time off, on-site massages, phenomenal work-life balance, and employee discounts, we offer the best benefits package in the DIY consumer electronics industry. Period.

Like what you see? We can’t wait to meet you.

Cricut® is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Job Description

The Data Analyst completes various reports for member services contact center operations. The ideal candidate has the ability to work in a fast-paced environment and multi-task daily. The role will require analytic thinking and superior ability to leverage data and metrics, supporting leadership in key strategic analysis and providing relevant and value-added recommendations. The role requires proactive thinking with strong analytical skills and problem solving, while providing the necessary support to line managers in a task-oriented or project-oriented environment. This candidate will be based in our Spanish Fork, UT offices.

Cricut® is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

  • Provide support to the Customer Service Team (Member Services) by exploring data, building reports and presenting findings on a daily basis
  • Interprets results of analyses, identifies call center trends and issues (forecasting), and develops alternatives to support business objectives
  • Interpret data, analyze results using statistical techniques and provide ongoing reports.
  • Work closely with management to understand data platform changes and how they would impact site workforce operations and analytics
  • Acquire data from multiple data sources and maintain databases/data systems.
  • Locate and define new business/process improvement opportunities
  • Ask probing questions to translate business needs in order to build and design reporting solutions (metric management, dashboards, enterprise performance management)
  • Apply data visualization, descriptive and summary statistical techniques for discovery and timely insights (data exploration, ad-hoc queries, and analysis)
  • Demonstrate ability to clearly and concisely communicate complex information to a variety of audiences and mediums

Qualifications

Bachelor’s Degree or equivalent experience in related field required.

  • Strong expertise in analytics to pull meaningful, actionable insights and build comprehensive, descriptive analysis to support findings
  • Experience with data query, visualization, dashboard and/or scorecard tools for reporting in a call center environment preferred
  • Must have strong Excel background
  • Working experience as a Data Analyst
  • Ability to collect, organize, analyze, and disseminate information with great attention to detail and accuracy
  • Passionate about data, measurement and extreme curiosity.
  • Ability to multi-task is critical for this role
  • Experience using statistical packages for analyzing datasets (SPSS, SAS, SQL etc.) is a plus but not required
  • Working knowledge of Work Force Management systems and Customer Service Ops is a plus

Additional Information

What to Do Next: Please attach a resume and a cover letter telling us why you are the ideal Data Analyst for Cricut®. You can be sure that Cricut® is an employer who values individuality and variety, so write to us in your real voice and tell us what you’re all about. Please submit any online presence you may have (Twitter, Facebook, Fan pages made because of you), and if you are a DIY enthusiast, whether you think you are a good one or not, that means a lot to us, and we would love to hear about it when you send us your information!

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