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BetMGM
is hiring
Senior Data Analyst, Customer Service
About Our Company
BetMGM is a market leading sports betting and gaming entertainment company, pioneering the online gaming industry. Born out of a partnership between MGM Resorts International and Entain, BetMGM has exclusive access to all of MGM's U.S. land-based and online sports betting, major tournament poker, and online gaming businesses.
Utilizing Entain’s US-licensed state of the art technology, BetMGM offers sports betting and online gaming via market leading brands including BetMGM, Borgata Casino, Party Casino and Party Poker.
Job Description & Responsibilities
As a Senior Data Analyst – Customer Service, you will use data and analytical techniques to gain insights, address issues, overcome challenges and drive efficiencies with a particular focus on the customer care/service domain. You’ll join a fast-paced team that thrives in distilling actionable information from large data sets. The role will be expected to work collaboratively across multiple business units and communicate evidence-based findings to influence the decision-making process.
Responsibilities
- Analyze customer service data from various sources (e.g., CRM systems, call center recordings, surveys) to identify trends, patterns, and areas for improvement.
- Develop and maintain data models and dashboards to visualize key customer service metrics.
- Conduct root cause analysis to identify the underlying reasons behind customer issues and dissatisfaction.
- Support the development and implementation of data-driven initiatives to improve customer service processes and agent performance.
- Ensure data quality, integrity and consistency across analyses and KPIs through strong quality control processes and documentation
- Partner with stakeholders across the organization (e.g., customer service leadership, product teams, marketing) to translate data insights into actionable recommendations.
- Stay up-to-date on the latest customer service trends and technologies.
- Communicate complex data findings in a clear, concise, and compelling way.
- Provide guidance, support, and training to other analysts on the team, sharing best practices and improving processes
Requirements
Qualifications
- Bachelor's degree in Data Science, Statistics, Business Analytics, or a related field (or equivalent experience).
- 4+ years of experience in data analysis, preferably with a focus on customer service or a related field.
- Strong analytical skills with proficiency in SQL and data visualization tools (e.g.Power BI).
- Skilled in data analytics using python
- Excellent communication and presentation skills, with the ability to explain complex data findings to a non-technical audience.
- Proven ability to work independently and manage multiple projects simultaneously.
- Strong problem-solving skills and a passion for continuous improvement.
- Skilled in troubleshooting/identification and resolution of bugs
- Curious in nature and a drive to solve business problems
- Good verbal reasoning skills
- Articulate and confident when presenting the output of your work
- Driven by data and statistical findings
What we offer
The annual salary range for this position is $92,000.00 to $120,750.00. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate. This position is also eligible for participation in a performance-based bonus plan.
