Analyst Customer Support Analytics

Position Summary

The Customer Support Performance Analytics Analyst is an auditing, reporting and analytics function that reports into the Customer Support Workforce Planning and Analysis (WPA) department conducting analysis and research of individual Customer Support Crew members performance. The Analyst assumes all research necessary to provide insight and sound recommendations to Customer Support Leadership to drive performance improvements across the Customer Support organization. The Analyst role will partner with Customer Support Leadership to provide automated reporting dashboards and adhoc reporting used to coach, performance manage and administer reward and recognition programs for Customer Support frontline Crew members.

The Analyst role will collect, interpret and display data to identify trends, develop business insights and help Customer Support optimize processes, reduce costs and take actionable steps to improve Customer Support frontline crew member performance.

• Research performance metrics of Crew members including (but not limited to) average handle time (AHT), extension out calls, after-call work (ACW), First Call Resolution (FCR), Customer Satisfaction Scores (CSAT) and other metrics deemed relevant to the current business philosophy or items necessary to paint a full picture of a Crew member’s overall performance within Customer Support
• Research dependability metrics of Crew members including (but not limited to) attendance; compliance; login/logout; no-call, no-show; flag reasons; leave of absence items; overtime and other metrics deemed relevant to the current business philosophy or items necessary to paint a full picture of a Crew member’s overall dependability within Customer Support
• Identify relationships between Customer Support metrics using data analytics to drive process and performance improvements
• Create dashboards and reporting at multiple levels across the Customer Support Enterprise including Business Partner metrics
• Work collaboratively with a group of Analysts to automate reporting for all Customer Support metrics in using Tableau/Power BI/Snowflake
• Create all reporting required to administer reward and recognition programs for Customer Support, reporting to monitor the effectiveness of the recognition program including recommendations on improving the effectiveness of the recognition program
• Participate in Contact Center as a Service (CCaaS) implementation to create reporting and dashboards that identify customer trends based on intents from CCaaS
• Other duties as assigned

• High School Diploma or General Education Development (GED) Diploma
• One (1) year of prior analyst or relevant experience
• Candidates must demonstrate Data Analysis, Data Storytelling, and SQL Coding skill in a work sample assessment
• Excellent verbal and written communication skills
• Demonstrate proficiency in reading, writing and speaking English
• Able to travel to the office as needed due to mandatory office days, trainings, meetings, etc.
• Able to provide one telephone line and a high-speed internet connection minimums of:
  • Without VOIP: minimum 1.5 Mbps download and 256K upload speed
  • With VOIP: minimum 3 Mbps download and 512K upload speed
• Basic knowledge in Visualization Software (like Tableau, Qlik, Power
  
  BI), and SQL
• Demonstrated experience in data storytelling using a complex dataset to present insights, trends or patterns
• Intermediate level Microsoft Excel (formulas, pivot tables, data validation, merging data sets)
• Able to provide a safe and professional office-work environment, free from background noise and distraction
• Highly motivated individual, capable of taking initiative, flexible within a constantly changing environment

• Ability to effectively manage and prioritize multiple tasks
• Effective analytical skills including the ability to gather and interpret data, identify trends, develop and present business insights leading to business strategies
• Experience in contact center metrics, processes and reporting
• Strong attention to detail, the ability to focus on all aspects of a task, no matter how small, and produce quality work free of mistakes and…