Role: Contact Center Data Analytics Consultant

We are looking for a data analytics consultant to support a contact center transformation program at Vanguard. This person will help convert operational, customer, and agent performance data into actionable insights and executive-ready narratives.

The role will sit at the intersection of analytics, consulting, and storytelling. The consultant will analyze contact center data across call volumes, intent patterns, containment, escalation, AHT, FCR, service quality, agent performance, customer friction, and AI/bot performance. They will identify trends, root causes, value opportunities, and operational risks, then translate the findings into clear recommendations for senior stakeholders.

Key responsibilities

• Analyze contact center, IVR, chatbot, CRM, QA, and workforce data to identify performance drivers and improvement opportunities

• Build dashboards, cuts, and ad hoc analyses that explain what is happening, why it matters, and what actions should be taken

• Partner with program leads to connect analytics to business outcomes, including cost reduction, service improvement, digital containment, and advisor or agent enablement

• Translate detailed data findings into concise executive storylines, slides, readouts, and decision materials

• Support value tracking across transformation initiatives, including baseline definition, KPI movement, benefits realization, and issue diagnosis

• Work with business, operations, technology, and data teams to clarify data sources, definitions, assumptions, and limitations

Required profile

• 3 to 6+ years of experience in data analytics, consulting, business analysis, or operations analytics

• Strong SQL, Excel, and dashboarding skills, ideally with Power BI, Tableau, or similar tools

• Experience with contact center, customer service, CRM, digital servicing, or operational performance data preferred

• Ability to move from raw data to insight to recommendation, not just report metrics

• Strong executive communication skills, including slide writing, synthesis, and structured problem solving

• Comfortable working in ambiguous transformation environments with multiple stakeholders and imperfect data

Ideal candidate

Someone who can be handed a messy contact center question, structure the analysis, pull the right data, find the signal, and turn it into a crisp executive story that helps Vanguard make better transformation decisions.

The pay range that the employer in good faith reasonably expects to pay for this position is $54.81/hour - $85.64/hour. Our offered benefits include medical, dental, vision and retirement benefits. Applications will be accepted on an ongoing basis. Tundra Technical Solutions is among North America’s leading providers of Staffing and Consulting Services. Our success and our clients’ success are built on a foundation of service excellence. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Unincorporated LA County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: client provided property, including hardware (both of which may include data) entrusted to you from theft, loss or damage; return all portable client computer hardware in your possession (including the data contained therein) upon completion of the assignment, and; maintain the confidentiality of client proprietary, confidential, or non-public information. In addition, job duties require access to secure and protected client information technology systems and related data security obligations.