Data Analyst - Service Operations

Job Type Full-time Description

Job Location: 

Hybrid/Remote (Hybrid if local to Bakersfield, CA or Southlake, TX)

Are You Ready to Be EPIC?

Do you have the ability to demonstrate, understand and apply HFD's core purpose and values in all that you do? At HFD our core purpose is to help the underserved live healthier. To accomplish this mission, we must ensure that our team is aligned with our E.P.I.C. values:

• Excellence: Always exceeding expectations!
• Passionate: Executing with boldness!
• Innovative: Pioneering a better way!
• Collaborative: Together we win!

Join Our Team as an EPIC Data Analyst for Service Operations:

Are you passionate about transforming service operations through data-driven insights and ready to elevate our customer experience across multiple touchpoints?

As a Data Analyst supporting our Service Operations, you'll provide critical analytical support for our provider support, customer care, loan recovery, and portfolio administration teams. We're seeking a service-focused analyst who understands that exceptional customer experiences are built on clear data insights and efficient operations.

What You'll Do:

• Build practical Tableau dashboards that drive engagement and performance across all service teams
• Create standardized reporting that provides consistent insights across provider support, customer care, loan recovery, and portfolio administration
• Collaborate with data engineering to integrate telephony data from Five9 into our reporting systems
• Develop foundational reporting for loan portfolio management that supports critical business decisions
• Automate service-related processes to support the scaling of our growing service teams
• Analyze call center performance metrics, ticket volumes, and service quality indicators to identify improvement opportunities
• Support both traditional call center analytics and HubSpot ticket management workflows such as workforce management and forecasting
• Transform service data into actionable insights that improve customer outcomes

Requirements

  

• Bachelor's degree in Data Analytics, Business Analytics, Information Systems, or related field
• 3+ years of experience in data analysis with focus on call center or service operations
• Proficiency in Tableau for dashboard creation and data visualization
• Strong SQL Server skills with ability to query datasets and optimize performance
• Experience supporting call center operations and understanding key performance metrics
• Experience with telephony platforms and call center analytics (Five9 experience a plus)
• Familiarity with HubSpot for ticket management and service workflows
• Background in process improvement and workflow optimization
• Experience working with engineering and technical teams
• Strong communication skills with ability to translate data into actionable insights for service teams
• Track record of building reporting solutions that support growing operations

Benefits: 

• Medical, Dental, Vision Insurance 
• 401k with 4% company match. 
• Time off: Unlimited PTO, 6 days of paid sick time, plus 6 paid holidays and 1 floating holiday (approved list). 
• EPIC company culture 

Salary Description $75,000-$95,000, dependent on experience.