About Careertakes

👉 Important disclosure: Careertakes is a third-party recruiting platform supporting this hiring process. If selected, you will be employed directly by our client, Online Media.

Applicants for this role may also receive access to additional matched opportunities through the Careertakes platform.

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What You’ll Do

You will help turn contact-center and customer-service data into timely reporting, clear insights, and operational improvements that support managers and cross-functional teams.

• Develop, maintain, and deliver static and scheduled reports to stakeholders across the business.
• Translate business requirements into accurate metrics, dashboards, and repeatable processes.
• Perform data extraction, transformation, and validation using SQL and Snowflake.
• Build and maintain Excel-based tools (PivotTables, Macros, VBA) for monitoring and analysis.
• Create clear visualizations and dashboards (Tableau or equivalent) to tell performance stories.
• Run statistical and trend analyses to identify performance drivers and service gaps.
• Support projects by providing measurement frameworks and post-implementation analysis.
• Perform quality control, accuracy checks, and audit reporting processes.
• Monitor performance vs. internal and external Service Level Agreements (SLAs) and escalate risks.
• Present findings and develop concise presentations for departmental managers and stakeholders.
• Provide ad-hoc analyses to support incident management and operational decision-making.

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What We’re Looking For

A practical analyst with customer-service exposure who can combine technical skills with clear business storytelling.

• 1–2 years of experience in customer service operations or working with large data sets.
• Advanced Microsoft Excel skills (PivotTables, Macros, Charts); intermediate VBA.
• Working knowledge of SQL and experience querying data in Snowflake or similar platforms.
• Familiarity with data visualization tools (Tableau or similar) and creating dashboards.
• Experience or familiarity with Python or R for data analysis is a plus.
• Basic to intermediate statistical analysis skills and comfort interpreting metrics.
• Comfortable using Google Workspace (Sheets, Docs, Slides, Drive).
• Strong attention to detail, quality assurance mindset, and ability to meet SLAs.
• Good communication and presentation skills; able to translate data into clear insights.
• Willingness to travel occasionally to contact centers and provide some weekend/after-hours oversight as needed.
• Comfortable working in an operational, fast-paced environment that may require incident response.

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Compensation & Benefits

• Base pay range: $61,152 - $80,000 (good faith estimate; actual pay will depend on experience, skills, and location).
• Comprehensive medical, dental, and vision plans.
• Paid time off and parental leave.
• Retirement plans and other wellbeing benefits.
• Education benefits, commuter transit program, subscription discounts, and employee referral program.

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Location & Schedule

• Primary work location: Princeton, NJ (on-site). Occasional visits to contact centers required.
• Full-time role; may include weekend oversight and occasional unscheduled incident management.

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Equal Opportunity & Hiring Transparency

Careertakes and our client are Equal Opportunity Employers committed to building a diverse and inclusive workforce. We prohibit discrimination or harassment of any kind. To support a fair and efficient hiring process, AI tools may be used to assist with application review or resume screening. These tools do not replace human decision-making. Final hiring decisions are made by people.

If you have questions about how your data is used, please contact us directly.