Program Analyst with Security Clearance

The Program Analyst shall be responsible to interpret call trends, provide reports, and analyze historical data.The Program Analyst shall identify, communicate and resolve risks.The Program Analyst shall identify and resolve issues to eliminate or mitigate the occurrence of consequences that may impact the success of the project.Required Education Requirements:Bachelor''s Degree and specialized experience providing data analysis for a multi-tier/level Call Center required.HDI Certification is preferred but not required.Experience Requirements: In addition to the education requirement the Program Analyst shall also have a minimum of five (5) years of experience examining and analyzing large quantities of data and providing statistical analysis/forecasting pertaining to data obtained through various platformsExperience with:Call center metrics including the ability to draw correlations, identify root causes, and summarize results for stakeholdersConducting statistical analysis, identifying trends, and advising of potential changes to improve productivityPreparing, consolidating, and analyzing weekly, monthly, and quarterly reportsDeveloping operational forecastsAdditional Required Knowledge and Skills:Ability to create pivot tables using Microsoft ExcelProficiency with using Tableau to create data visualization toolsAbility to adapt to changing environments and to apply creative solutions to various challengesAbility to demonstrate analytical skillsAbility to educate and inform senior management and staff on various alternativesAbility to manage multiple deliverables under extreme time constraintsAbility to conduct comprehensive research and analysisAbility to consolidate data points from multiple applications into one resourceAbility to create statistical modeling of call center data

Created: 2025-10-04