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SYKES is committed to the safety and wellbeing of our employees and our communities. In response to the current COVID-19 crisis, we are working with our partners to determine a solution that allows as many current and potential employees as possible to work from home. For those who must remain in an office environment, we are taking every precaution and following the guidance of public health authorities.

Sr. Data Analyst - Data Science

Date Posted: 04/07/2021

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Job Description



Title: Sr. Data Analyst - Data Science

Hours: Monday to Friday, 8:00 am to 5:00 pm

Duties:

Designs, develops, implements and maintains business solutions such as: The Agent Needs Help (ANH) model to predict when agents may need help. Senior Agent /Team Lead metrics - to measure productivity and effectiveness. The Call Length Prediction model - to determine if a customer call will be long or short. The Service Level Prediction model - to predict when accounts will meet or not meet service level goals and the decision support to make corrective action. Derive customer satisfaction (CSAT) / Net Promoter Score (NPS) drivers. Derive call drivers by agents, product category, etc. Agent Retention Model - to predict turnover from the agent staff. Call segment, process & sub-process Machine Learning models for identifying business process improvements.

Required qualifications, skills and experience

Requirements:

Bachelor's degree in Computer Science, MIS, or related.

One (1) year of experience as a Data Analyst or related.

One (1) year of experience as a Data Analyst or related must include: Data acquisition, cleaning, and manipulation; Modeling techniques logistic regression, time-series forecasting, decision-trees, and A.I. neural networks; Graphing and explaining/presenting results; Development of hypothesis and testing routines; Completing data science tasks start to finish; Azure DataBricks notebook code experience, R; Microsoft Azure ML; Powerpoint, PowerBI and SQL; and tools such as APIs, micro-services & Azure Data Factory.

About SYKES

SYKES Enterprise services support the worldwide delivery of quality customer care from our call centers and our large home-based workforce. Our high-performance team manages a challenging array of cloud, web- and- mobile based solutions that integrate a dispersed workforce and multiple clients. Information security, network administration and software development are part of our comprehensive global portfolio. IT professionals with a passion for challenging and meaningful work in a fast-paced industry will find a home and a rewarding career here.

EEO statement

COMMITMENT TO ETHICS AND EQUAL EMPLOYMENT OPPORTUNITY: Sykes Enterprises, Incorporated is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies. SYKES is proud to be an equal employment opportunity employer. SYKES is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, national origin, ancestry, citizenship, disability/handicap, marital status, veteran status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. EEO.

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