Data Analyst

Data Analyst

This position provides analytical and organizational support for the Call Center Analytics team to carry out projects designed to support management with accurate performance measurement reporting of KPIs, compensation/incentives, and forecasting and budget updates.

This position is a hybrid setting, you must reside within driving distance of our offices in Costa Mesa, LA, or Coppell, to attend meetings and team collaboration. 

What can we offer?

• AAA culture is one that supports volunteerism, diversity, inclusion and so much more.

• Training programs to help employees acquire various skills necessary to do their jobs and to support career development.

Responsibilities include:

• Strong data analysis skills to identify trends and actionable insights with a focus on speech

• Design, build, and maintain reporting that measures performance of KPIs such as Service Quality, Growth, Turnover, Efficiencies, and Accuracy.

• Develop internal reports on expenses, incentive programs, initiatives, and performance goals and results, including ad-hoc reports as needed.

• Provide ad hoc data analysis in variety of source systems and using a variety of data analysis tools/languages (SQL, Teradata, Tableau, Excel, Access).

• Identify and analyze trends with root cause analysis while providing solutions.

• Assist with designing, building, and maintaining data tables in Teradata for query optimization.

• Support management through scheduled scorecard reporting, accurate performance measurement, and baseline metrics establishment.

• Document existing and newly created processes for implementation in production systems.

• Manage the Call Center Analytics mailbox by responding to questions and inquiries in a timely and professional manner.

Qualifications:

• Minimum Bachelor’s degree in a quantitative or technical field (math, statistics, computer science, engineering) or comparable experience.

• Experience in speech analytics (e.g., with tools like Verint, NICE Nexidia, CallMiner, Genesys, or AWS Transcribe).

• Experience in contact center analytics, customer experience, or operations (especially in insurance).

• SQL & databases: Ability to query databases and analyze structured/unstructured data.

• Data visualization: Experience with Tableau, Power BI, or similar tools.

• Expertise in a traditional data or analytics corporate environment.

• Strong SQL skills with data mining knowledge.

• Advanced Excel skills (incl. VBA, macros, complex calculations, etc.) required.

• Able to rapidly learn new processes, databases, and applications.

• Demonstrated knowledge of call center performance metrics (Average Handle Time, Average Hold Time, etc.)

• Experience with incentive-based compensation modeling.

Remarkable benefits:
•    Health coverage for medical, dental, vision
•    401(K) saving plan with company match AND Pension
•    Tuition assistance
•    PTO for community volunteer programs
•    Wellness program
•    Employee discounts (membership, insurance, travel, entertainment, services and more!)

Auto Club Enterprises is the largest federation of AAA clubs in the nation. We have 14,000 employees in 21 states helping 17 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity – we win. All of Us! With our national brand recognition, long-standing reputation since 1902, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team.

"Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.”

AAA is an Equal Opportunity Employer