Job Description

We’re looking for an analytical Operations Data Analyst to join our Digital Engagement team remotely within in the United States, within the Eastern or Central Time Zone.

As an Operations Data Analyst, you will optimize our contact center operations through data analysis and reporting. You will work closely with the operations team to identify opportunities for improvement, implement data-driven solutions, and track key performance metrics to drive operational excellence.

Who We Are

Experience the forefront of innovation with Pollard Digital Solutions a division of Pollard Banknote, where we lead the charge in revolutionizing digital solutions for state lotteries. From groundbreaking initiatives like iLottery to crafting immersive player experiences that champion noble causes globally, our team's innovative spirit is driving impactful changes in the industry. Join us in this exhilarating journey, where every contribution makes a difference in shaping the future of lottery gaming.

What We Offer

• Competitive compensation
• Profit sharing program – every role plays a part in our success!
• Health & Extended Benefits
• Opportunities for professional development
• Tuition reimbursement
• Employee & Family Assistance Program

What You'll Do

• Collect, analyze, and interpret data from various sources to identify trends, patterns, and opportunities for operational improvements.
• Performing ad hoc data analysis to address immediate business needs and provide timely insights.
• Create and update reports and dashboards to monitor key performance metrics, including user attributes, player and platform performance, payment processing, and user tasks.
• Monitor real-time and historical performance metrics to identify issues and proactively address operational challenges
• Assist in forecasting call volume and staffing requirements to ensure adequate coverage and optimize resource allocation.
• Collaborate with cross-functional teams to identify process inefficiencies and recommend data-driven solutions for continuous improvement.
• Conduct data audits, quality checks and maintaining documentation from data sources to ensure data accuracy and integrity.
• Creation and maintenance of documentation for data sources, methodologies, and analytical findings.
• Provide training and support to operations teams on data tools and best practices for data-driven decision-making.

Who You Are

• You excel at collecting, analyzing, and interpreting data to uncover insights and opportunities for operational enhancements.
• You thrive in dynamic environments, quickly adapting to new challenges and delivering innovative solutions under pressure.
• Your clear and concise communication style enables you to convey complex ideas and data-driven insights to stakeholders at all levels.
• You excel in collaborating with diverse teams, leveraging data-driven insights to streamline processes and drive continuous improvement initiatives.
• You excel in working collaboratively with diverse teams, leveraging your insights and expertise to foster a culture of collaboration and innovation

What You'll Bring

• 3+ years’ experience working with digital analytics.
• Bachelor’s degree or certifications within Statistics, Math, Computer Science, or a related field.
• Experience within Banking, Casino, Finance, or other regulated industries is a strong asset.
• Experience with analytics in a contact center environment is a strong asset.
• Proficiency in MS Office Suite.

Pollard Banknote Limited is an equal opportunity employer, committed to promoting and maintaining a diverse and inclusive workforce. Reasonable accommodations are available upon request.

Employment is contingent upon a satisfactory response from a Criminal Record Search.

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