Purple develops sleep and comfort products built around its patented GelFlex® Grid technology. Its range includes mattresses, pillows, bed frames, and seat cushions designed to combine pressure relief, support, and adaptability. The company positions its products as an alternative to conventional memory foam, with a focus on improving comfort and addressing discomfort during rest. Purple sells through its website and retail stores, and its product offering includes a 100-night trial and 10-year warranty.
Senior Contact Center Analyst at Purple (Hybrid)
Lead contact center analytics at Purple through advanced reporting, predictive modeling, and business intelligence. Turn complex data into actionable recommendations, automation, and performance improvements.
United States
Utah$85,000 – $100,000 / year
HybridFull-timeSeniorEnglish RequiredCall Center RepresentativeDescription
- Direct complex analytics initiatives from data collection through insight delivery, keeping work aligned with business priorities.
- Advise contact center leaders on analytics and convert findings into practical recommendations.
- Examine large, varied datasets to identify trends, performance issues, and predictive signals.
- Create automation and advanced analytics solutions using machine learning and statistical methods.
- Manage contact center analytics governance, including request prioritization and migration to new data sources.
- Build and support enterprise BI dashboards, reports, and KPIs for executive audiences.
- Coach junior analysts in data modeling, SQL performance, and visualization standards.
- Collaborate with Data Engineering, Workforce Management, IT, and Customer Experience as data requirements evolve.
Requirements
- Bachelor’s degree in analytics, data science, or a related discipline, or equivalent professional experience.
- A master’s degree is preferred.
- At least four years of progressively responsible analytics experience, including two or more years in a senior or lead analytics position.
- At least three years working with contact center data, systems, and analytics.
- Advanced SQL proficiency and working expertise in Python or R.
- Expertise with BI platforms such as Power BI, Tableau, or Looker.
- Advanced capability in predictive modeling, forecasting, and statistical analysis.
- Strong communication skills and the ability to influence stakeholders throughout the organization.
- Experience with contact center systems such as inContact, Zendesk, or NetSuite and WFM/WFO platforms including NICE IEX, Verint, or Calabrio.
- Experience using speech and text analytics tools such as Nexidia or Level AI, including integration of structured and unstructured data.
- Expertise configuring sophisticated chat experiences with AI or bot integrations and multi-system workflows.
- Expert-level Excel capabilities, including Power Query, Power Pivot, and macros.
- Demonstrated leadership and project management strength.
Benefits
- Medical, dental, and vision coverage
- 401(k) matching
- Flexible paid time off
- Earn a Mattress
- Purple merchandise
- Purple products
- Annual employee appreciation events