Overview

　　Support Now is an essential sub-department of Field Operations. We provide support to our corporate users and quick-service restaurants by making it easy for our Operators, Team Members, and Staff to get answers, solve problems and identify opportunities. We measure success by the speed, accuracy, and experience we provide. The services we offer include general business support, IT and operation support, systems and application support, networking support, and many other technologies that are utilized by our Franchisees. We also focus on continuous improvement, strategy and insights to make things better for today and where Chick-fil-A is headed tomorrow.

　　The lead analyst will be responsible for providing meaningful insights to the Support Now, Field Operations team through the collection and usage of Restaurant HELP analytics data comprised of multi-channel service desk (phone, app, online, etc.) and Chick Fil A data sources. This role will work to ensure data and analysis requirements are met by properly applying data concepts, including data structures, collection and cleansing, structured and unstructured data analysis and reporting. This role will require analytical rigor, judgment, and ability to present a comprehensive 'data story' to multiple audiences. In this role the Lead Analyst will work with substantial latitude for action and decision making in the area of data analytics and visualization. This is a professional role and will report to the HELP Analytics Sr. Team Leader.

　　Our Flexible Future model offers a healthy mix of working in person and virtually, strengthening key elements of the Chick-fil-A culture by fostering collaboration and community.

　　 Responsibilities

　　Performs ad-hoc, strategic analysis of structured and unstructured data across multiple data sources, supporting HELP call center analytics.Develops data structures and pipelines to organize, collect, cleanse, and standardize data in order to generate insights and addresses reporting needs.Defines data requirements, gathers and validates information, using judgment and statistical tests.Utilizes programming and analytical tools, including open source programs including Python, R and SAS, SQL, Oracle, or similar relational database tools to formulate models and/or extract insights.Well versed in knowledge of creating algorithms, identifying patterns and insights from structured and unstructured data sets utilizing graphs, trees and/or other data representation techniques as required.Identifies and troubleshoots data integration and integrity issues in cooperation with the appropriate business units, designs workflows and procedures.Identifies opportunities to maximize data usage, applying modeling and optimization methods to develop new strategies and improve business performance.Responsible for designing, building, deploying and maintaining dashboards that empower teams to make data driven and insights informed decisions within their respective business units.Develops ad-hoc analytics and reporting based on analysis of existing data sources, utilizing a variety of tools (e.g., SQL Workbench, Tableau, Alteryx).The ideal candidate will have a strong understanding of call center operations.No formal supervisory responsibilities in this position. May provide informal assistance such as technical guidance, and/or training to coworkers. May coordinate and assign tasks to co-workers within a work unit and/or project.

　　 Minimum Qualifications

　　5 years of relevant work experienceBachelor's DegreeStrong communication/verbal skills

　　Ability to effectively present information

　　Has strong analytical and problem-solving skills

　　Strong understanding of data visualization methods

　　Experience partnering well with cross-functional teams

　　Proven ability to learn quickly and solve complex problems

　　Has a keen eye for detail and for the thoughtful investigation of data

　　Possess the ability to work independently, self-navigate organizational and technical challenges

　　 Preferred Qualifications

　　3 years of experience in any of the following fields: quantitative analysis, data modeling, reporting, relational database tools, data warehousing, database architecture, SQL, ETL and/or Python, software development, machine learning, statistical analysis, data engineering or data visualization related work. Bachelor's degree in data science or related fieldKnowledge of service desk metrics

　　Has some understanding of data system structure & data systems uses

　　Familiar with data analytics and visualization tools such as Tableau, Python or Alteryx.

　　 Minimum Years of Experience

　　5

　　 Travel Requirements

　　5%

　　 Required Level of Education

　　Bachelor's Degree