Data Analyst

Company Description

Cricut® makes smart cutting machines that work with an easy-to-use app, an ever-growing collection of materials, and crafting essentials to help you design and personalize almost anything — custom cards, unique apparel, everyday items, and so much more.

Overview

We believe everyone is born creative. We’re a diverse tapestry of thinkers, dreamers, givers, DIYers, handi-workers, artisans, and forever and always architects of things.

At Cricut, we place the power of handmade into the hands of all. We give you beautiful, easy-to-master tools so you can make something unique, remarkable, perfect. We surround you with ideas, community, inspiration, and encouragement to take your creativity further than you ever imagined. And as a community, we celebrate the exhilarating act of making every single day.

So, make that handcrafted card that feels like a hug. Design a shirt for fun, for family, or for a full-blown business. Craft with a passion or for a purpose. Make something big and bold, itsy-bitsy, amazingly ambitious, or just plain silly. Whatever you make, just make your heart out. Because here’s the remarkable truth: When we all make together, we make all things possible.

Let’s make.

Job Description

NO REMOTE POSITIONS AVAILABLE

Job Summary: The Data Analyst will be responsible for analyzing call center data to identify trends, improve performance, and enhance customer satisfaction. This role involves working closely with management to provide actionable insights and recommendations based on data analysis. This position reports into the business analytics team and dotted-line to member care.

Key Responsibilities:

• Collect, analyze, and interpret call center data to identify trends, patterns, and areas for improvement.
• Develop and maintain dashboards and reports to monitor key performance indicators (KPIs).
• Provide insights and recommendations to senior management based on data-driven analysis.
• Collaborate with call center managers to implement process improvements and optimize operations.
• Monitor call center performance metrics, such as call volume, average handle time, average speed of answer and customer satisfaction scores.
• Conduct root cause analysis to identify issues affecting call center performance.
• Ensure data accuracy and integrity by performing regular data audits.
• Present findings and recommendations to stakeholders in a clear and concise manner.
• Leverage Domo to build automated reports highlighting KPIs, trends and historical data
• Workforce Management Responsibilities:
  • Analyze workforce data to create both short and long-term forecasts.
  • Develop and maintain workforce management models to optimize scheduling and staffing.
  • Monitor real-time call center performance and adjust staffing levels as needed.
  • Collaborate with workforce management teams to ensure efficient resource allocation.
  • Provide recommendations for improving workforce management processes and tools.

Qualifications

• NO REMOTE POSITIONS AVAILABLE
• Hybrid Schedule: Candidates must be willing and able to work in-office according to our hybrid work schedule*
• Bachelor’s degree in Data Science, Statistics, Computer Science, or a related field.
• Proven experience as a Data Analyst, preferably in a call center environment.
• Proficiency in data analysis tools and software, such as SQL, Excel, and data visualization tools (e.g., Domo).
• Strong analytical and problem-solving skills.
• Excellent communication and presentation skills.
• Ability to work independently and as part of a team.
• Attention to detail and a commitment to data accuracy.

Preferred Qualifications:

• Experience with call center software and systems.
• Knowledge of statistical analysis and modeling techniques.
• Familiarity with customer service metrics and KPIs.
• Workforce management experience in a call center environment.

Additional Information

What to Do Next: 

No remote positions are available. 

Please attach your resume, cover letter and include links to your portfolio or other social presence. If you want to show your super powers in other ways – include that information too. You can be sure that Cricut® is an employer who values individuality, equality and diversity, so tell us what you’re all about. If you are a Maker or a DIY enthusiast, whether you think you are a good one or not, we would love to hear about it when you send us your information.

*HYBRID WORK SCHEDULE:

• Cricut