Antech Diagnostics
Overview
The Call Center Data Analyst delivers on the Antech Customer Service Vision of unwavering commitment to empathetic and caring veterinary diagnostic support via the Support Enablement Team. The analyst will collect, analyze, and report on a wide range of business-critical Call Center performance metrics to support operational excellence and strategic decision-making. This role focuses on delivering actionable insights into business performance, agent productivity, quality assurance, workforce management, and customer experience. The analyst will work extensively with data sources such as Nice CXOne, Salesforce, and other reporting tools to ensure accurate, timely, and meaningful reporting for stakeholders across the organization. Responsibilities
Collect, organize, and analyze data related to Call Center Operations, including workflow, resource utilization, performance, and financial metrics. Collaborate with leaders in a user-centric approach to tool and report building that ensures requirements are aligned and outputs are optimized. Own the end-to-end data lifecycle for Call Center Operations. Build and maintain ETL processes to extract, transform, and load data from Nice CXOne, Salesforce, and various vendor sources. Ensure data cleanliness, consistency, and accuracy across systems. Develop and maintain business intelligence dashboards (e.g., Power BI) and recurring reports to support operational and financial monitoring. Conduct in-depth analysis to uncover trends, variances, and actionable insights. Track and present key performance indicators (KPIs) such as speed of answer times, average handle times, service levels, call volume trends, and other call center metrics. Serve as the primary data partner for call center leadership, translating complex data into clear, impactful insights that support operational excellence. Work with management to assess, intake, prioritize, plan, and execute data projects. Collaborate with Mars Petcare and Science and Diagnostics division data teams to ensure alignment with corporate data governance policies, data architecture standards, and BI strategies. Represent Antech professionally. Participate in enterprise initiatives, special projects, and other duties as assigned. Education And Experience
Bachelor’s degree in data science, Business Analytics, Statistics, or a related field (master’s degree preferred). 7-10+ years of experience in data analytics, ideally within a call center environment. Proven experience operating effectively as a sole data analyst, or managing small analytics or reporting teams, ideally in healthcare, laboratory, or operations-focused environments. Knowledge, Skills And Abilities
Proficiency in SQL, Excel, and data visualization best practices. Experience designing and managing workflows and data pipelines. Expertise in BI tools such as Power BI, Tableau, or similar platforms. Excellent communication skills with the ability to present technical findings to non-technical stakeholders. Strong critical and creative thinking to bring innovative solutions to complex challenges. Ability to work independently and manage multiple priorities in a fast-paced setting. Knowledge of laboratory operations and test coding (e.g., LOINC) is preferred. Working Conditions
The associate is regularly required to apply manual dexterity for computer keyboarding. The role may require extended sitting, standing, walking, and reaching. Frequent verbal communication and use of telephone and office equipment are required. Occasional lifting up to 15 pounds. Typical office environment with cubicles, computers, and standard office equipment. Temperature and noise levels are generally moderate. About Antech
Antech is a leader in veterinary diagnostics, delivering innovation across 90+ reference laboratories worldwide, in-house diagnostic instruments and consumables, data services, veterinary software and support, imaging and technology, education, and specialist services. We offer an industry-competitive benefits package and continue to evolve benefits programs to meet health, wellness, and financial needs of our associates. Benefits
Paid Time Off & Holidays Medical, Dental, Vision Basic Life and Supplemental Life Short and Long Term Disability Flexible Spending Accounts / Health Savings Accounts Paid Parental Leave 401(k) with company match Tuition/Continuing Education Reimbursement Life Assistance Program Pet Care Discounts We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement, please see our Career page at Antech Careers.
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The Call Center Data Analyst delivers on the Antech Customer Service Vision of unwavering commitment to empathetic and caring veterinary diagnostic support via the Support Enablement Team. The analyst will collect, analyze, and report on a wide range of business-critical Call Center performance metrics to support operational excellence and strategic decision-making. This role focuses on delivering actionable insights into business performance, agent productivity, quality assurance, workforce management, and customer experience. The analyst will work extensively with data sources such as Nice CXOne, Salesforce, and other reporting tools to ensure accurate, timely, and meaningful reporting for stakeholders across the organization. Responsibilities
Collect, organize, and analyze data related to Call Center Operations, including workflow, resource utilization, performance, and financial metrics. Collaborate with leaders in a user-centric approach to tool and report building that ensures requirements are aligned and outputs are optimized. Own the end-to-end data lifecycle for Call Center Operations. Build and maintain ETL processes to extract, transform, and load data from Nice CXOne, Salesforce, and various vendor sources. Ensure data cleanliness, consistency, and accuracy across systems. Develop and maintain business intelligence dashboards (e.g., Power BI) and recurring reports to support operational and financial monitoring. Conduct in-depth analysis to uncover trends, variances, and actionable insights. Track and present key performance indicators (KPIs) such as speed of answer times, average handle times, service levels, call volume trends, and other call center metrics. Serve as the primary data partner for call center leadership, translating complex data into clear, impactful insights that support operational excellence. Work with management to assess, intake, prioritize, plan, and execute data projects. Collaborate with Mars Petcare and Science and Diagnostics division data teams to ensure alignment with corporate data governance policies, data architecture standards, and BI strategies. Represent Antech professionally. Participate in enterprise initiatives, special projects, and other duties as assigned. Education And Experience
Bachelor’s degree in data science, Business Analytics, Statistics, or a related field (master’s degree preferred). 7-10+ years of experience in data analytics, ideally within a call center environment. Proven experience operating effectively as a sole data analyst, or managing small analytics or reporting teams, ideally in healthcare, laboratory, or operations-focused environments. Knowledge, Skills And Abilities
Proficiency in SQL, Excel, and data visualization best practices. Experience designing and managing workflows and data pipelines. Expertise in BI tools such as Power BI, Tableau, or similar platforms. Excellent communication skills with the ability to present technical findings to non-technical stakeholders. Strong critical and creative thinking to bring innovative solutions to complex challenges. Ability to work independently and manage multiple priorities in a fast-paced setting. Knowledge of laboratory operations and test coding (e.g., LOINC) is preferred. Working Conditions
The associate is regularly required to apply manual dexterity for computer keyboarding. The role may require extended sitting, standing, walking, and reaching. Frequent verbal communication and use of telephone and office equipment are required. Occasional lifting up to 15 pounds. Typical office environment with cubicles, computers, and standard office equipment. Temperature and noise levels are generally moderate. About Antech
Antech is a leader in veterinary diagnostics, delivering innovation across 90+ reference laboratories worldwide, in-house diagnostic instruments and consumables, data services, veterinary software and support, imaging and technology, education, and specialist services. We offer an industry-competitive benefits package and continue to evolve benefits programs to meet health, wellness, and financial needs of our associates. Benefits
Paid Time Off & Holidays Medical, Dental, Vision Basic Life and Supplemental Life Short and Long Term Disability Flexible Spending Accounts / Health Savings Accounts Paid Parental Leave 401(k) with company match Tuition/Continuing Education Reimbursement Life Assistance Program Pet Care Discounts We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement, please see our Career page at Antech Careers.
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