Job description

BetMGM is hiring a Senior Data Analyst, Customer Service with 3 - 5 years of experience. Based in United States - Jersey City, NJ and with Hybrid ways of working. Job description and responsibilities: Responsibilities • Analyze customer service data from various sources (e.g., CRM systems, call center recordings, surveys) to identify trends, patterns, and areas for improvement. • Develop and maintain data models and dashboards to visualize key customer service metrics. • Conduct root cause analysis to identify the underlying reasons behind customer issues and dissatisfaction. • Support the development and implementation of data-driven initiatives to improve customer service processes and agent performance. • Partner with stakeholders across the organization (e.g., customer service leadership, product teams, marketing) to translate data insights into actionable recommendations. • Stay up-to-date on the latest customer service trends and technologies. • Communicate complex data findings in a clear, concise, and compelling way. Requirements and qualifications: Education • You will expected to have a BSc or MSc Degree educated in a Statistics, Maths or Science based subject Qualifications • Bachelor's degree in Data Science, Statistics, Business Analytics, or a related field (or equivalent experience). • 4+ years of experience in data analysis, preferably with a focus on customer service or a related field. • Strong analytical skills with proficiency in SQL and data visualization tools (e.g.Power BI). • Skilled in data analytics using python • Excellent communication and presentation skills, with the ability to explain complex data findings to a non-technical audience. • Proven ability to work independently and manage multiple projects simultaneously. • Strong problem-solving skills and a passion for continuous improvement. • A deep understanding of customer service principles and best practices (a plus). Additional Requirements (if Applicable) • Some knowledge of reporting tools, Tableau / MicroStrategy / Power BI or similar • Advanced use of Microsoft Office especially Excel and Powerpoint • Curious in nature • Good verbal reasoning skills • Articulate and confident when presenting the output of your work • Highly data and statistical driven

Requirements