Senior Analyst, Contact Center – Remote Data Entry & Analytics Specialist – Work‑From‑Home – DPSM at arenaflex

About arenaflex

arenaflex is a global leader in the aviation industry, connecting millions of passengers across continents every day. With a legacy of innovation, safety, and customer‑centric service, arenaflex continuously invests in its people, technology, and culture to stay ahead of the curve. As a remote‑first employer, arenaflex offers flexible work arrangements that empower employees to thrive both professionally and personally, no matter where they are located.

Why This Role Matters

As a Senior Analyst, Contact Center you will be a pivotal member of the Contact Center Planning, Scheduling, and Operations team within the Customer Division. Your analytical expertise will drive data‑backed decisions that enhance the overall contact‑center experience, improve key performance indicators (KPIs), and ultimately contribute to arenaflex’s mission of delivering world‑class service to every traveler.

Key Responsibilities

• Maintain and improve the health of the Contact Center Operations by measuring and analyzing critical performance metrics.
• Conduct complex quantitative analyses on a wide variety of contact‑center data sets to identify trends, root causes, and actionable insights.
• Develop and deliver standard reports and ad‑hoc analytical studies that deepen understanding of customer behavior and inform strategic initiatives.
• Partner with cross‑functional teams to design and implement an enterprise‑wide analytics roadmap, ensuring alignment with business objectives.
• Serve as the primary data steward for one or more contact‑center data domains, handling data requests, metadata management, and data quality assurance.
• Act as the liaison between the Mosaic data warehouse and the Contact Center Planning team, creating new data sources and maintaining existing datasets.
• Collaborate with stakeholders to define KPIs and data hotspots for newly launched processes and products, ensuring robust measurement frameworks.
• Mentor junior analysts and provide guidance on best practices for data extraction, transformation, and visualization.

Required Qualifications

• Education: Bachelor’s degree in Business, Statistics, Computer Science, or a related field.
• Experience: Minimum of 3 years of relevant work experience, including at least 3 years of hands‑on data extraction, manipulation, and analysis from large data sets.
• Technical Skills: Proficiency with data extraction tools and languages such as SQL, SAS, Microsoft Access, and familiarity with internal data warehouses (e.g., Mosaic).
• Analytical Acumen: Demonstrated ability to perform statistical analysis, develop predictive models, and translate findings into business recommendations.
• Communication: Strong written and verbal communication skills, with the ability to present complex data insights to non‑technical audiences.
• Project Management: Experience managing projects across multiple departments, ensuring timely delivery and stakeholder alignment.

Preferred Qualifications

• Master’s degree in a quantitative discipline (e.g., Data Science, Business Analytics).
• Experience building solutions on a Big Data platform using tools such as Hive, Impala, Kyligence, or ZoomData.
• Hands‑on experience with Azure Databricks, SSMS, or similar cloud‑based analytics environments.
• Proficiency in at least one programming language—SAS, Python, or R—and familiarity with development environments like R‑Studio, JupyterHub, or PyCharm.
• Certified Six Sigma Black Belt or other recognized advanced analytics certifications.

Core Skills & Competencies

• Advanced Microsoft Office suite skills, especially Excel (pivot tables, Power Query, Power Pivot) and PowerPoint.
• Working knowledge of Microsoft Power BI or Tableau for data visualization and dashboard creation.
• Ability to write and optimize SQL queries across platforms (MSSQL, MySQL, PostgreSQL).
• Critical thinking and problem‑solving capabilities, with a systematic approach to hypothesis testing.
• Self‑motivation, initiative, and the ability to thrive in a remote, collaborative environment.
• Strong teamwork and interpersonal skills, with a track record of successful cross‑functional collaboration.

Career Growth & Learning Opportunities

arenaflex is committed to the continuous development of its talent. In this role, you will have access to:

• Mentorship from senior leaders in analytics, operations, and strategy.
• Sponsored certifications and training programs (e.g., AWS, Azure, Google Cloud, advanced analytics).
• Opportunities to lead high‑visibility projects that influence global contact‑center strategy.
• Rotational assignments across different business units to broaden your skill set and industry knowledge.
• A clear career ladder from Analyst to Manager, Director, and beyond, with defined performance milestones.

Work Environment & Culture at arenaflex

arenaflex fosters an inclusive, diverse, and collaborative culture where every voice matters. As a remote employee, you will enjoy:

• Flexible work hours that respect work‑life balance.
• A supportive virtual community with regular team‑building events, webinars, and networking sessions.
• Access to state‑of‑the‑art collaboration tools (Microsoft Teams, Slack, Zoom) to stay connected with peers worldwide.
• Commitment to diversity, equity, and inclusion, with employee resource groups representing a wide range of backgrounds and interests.
• Recognition programs that celebrate individual and team achievements.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package that includes:

• Base Salary: $35,000 – $40,000 per year, commensurate with experience and qualifications.
• Health & Wellness: Comprehensive medical, dental, vision, and prescription coverage, plus tele‑health services and flexible spending accounts.
• Retirement Savings: 401(k) plan with company match after one year of service.
• Paid Time Off: Generous vacation, sick leave, and holidays, plus additional leave for volunteering.
• Employee Assistance Program: Confidential counseling, legal and financial guidance, and pet insurance.
• Learning & Development: Access to online learning platforms, tuition reimbursement, and career‑development workshops.
• Technology Stipend: Home office equipment allowance and high‑speed internet reimbursement.

How to Apply

If you are ready to leverage your analytical expertise to shape the future of contact‑center operations at a world‑renowned airline, we encourage you to submit your application today. Please click the link below to begin the process:

Apply Now

Join arenaflex and Make an Impact

From the colleagues we hire to the customers we serve, collaboration and diversity are the foundations of the vibrant workforce at arenaflex. By joining our team, you will contribute to keeping the largest carrier on the planet moving smoothly while helping travelers enjoy safe, comfortable, and memorable journeys. Embrace the opportunity to grow, innovate, and thrive in a supportive, remote‑first environment. Apply today and become part of arenaflex’s next chapter of success.