Senior Data Analyst - Customer Service

BetMGM

BetMGM, a leader in sports betting and online gaming, is a joint venture of MGM Resorts International and Entain Group. They are committed to revolutionizing the U.S. gaming sector with their exciting brand portfolio. The Senior Data Analyst role focuses on providing analytical insights to optimize customer service. The team emphasizes a culture of empathy and inclusion, ensuring each member contributes uniquely to the company's success.

In this role you can expect to have the responsibilities:

• Analyze customer service data from CRM systems, call recordings, and surveys to find trends.
• Develop data models and dashboards to visualize customer service metrics.
• Conduct root cause analysis to address customer issues.
• Implement data-driven initiatives for process improvements.
• Ensure data quality through quality control processes.
• Collaborate with various teams to translate data insights into recommendations.
• Stay informed about customer service trends and technologies.
• Present complex data findings clearly.
• Guide and train other analysts, sharing best practices.

This role comes with the following benefits:

• Medical, Dental, Vision, and Life Insurance
• Commuter Benefits
• Paid Time Off and Holidays
• Employee Resource Groups

This role requires you to have:

• Bachelor's degree in a relevant field.
• 4+ years of data analysis experience, focusing on customer service.
• Proficiency in SQL and data visualization tools like Power BI.
• Skilled in Python for data analytics.
• Strong communication and presentation abilities.
• Ability to manage projects independently.
• Problem-solving skills and analytical thinking.

You would benefit from having:

• Troubleshooting and bug resolution skills.
• Curiosity to solve business problems.
• Verbal reasoning and confident presentation skills.

BetMGM requires compliance with gaming licenses and regulations, which involves background checks. The company's culture is built on principles of exploration, integrity, and teamwork. BetMGM values inclusivity and diversity, ensuring equal opportunities for all employees. The position may also qualify for an annual performance-based bonus.