The company is looking to enhance the customer experience and ensure operational sustainability by interpreting customer data and providing insights.
Requirements
- Proficient computer skills including MS Office Excel.
- Proficient with database systems (data structure/warehouse, data manipulation/coding) including MS Access, AQT, SAS, and Business Objects.
- Ability to draw conclusions from large amounts of data.
- Ability and desire to learn new concepts, processes, and applications.
- Ability to work independently or as part of a team.
- Ability to multitask in a fast-paced environment.
- Experience with statistical analysis, model development, forecasting, data management, analytical reporting
Responsibilities
- Collect, clean, and analyze customer service data from various sources to identify trends, patterns, and opportunities for improvement.
- Develop and maintain comprehensive dashboards and reports that provide visibility into key customer service metrics and KPIs in support of decision-making efforts.
- Run, modify, and customize existing database queries with various applications including Business Objects, Crystal reports and SAS building efficiencies when feasible.
- Utilize statistical techniques and forecasting models to predict future customer service trends and resource requirements.
- Utilize data from a variety of systems to conduct deep-dive analysis into departmental issues and complaints to uncover underlying causes and recommend preventive measures/solutions.
- Analyze and write concise structured program requests with follow through to completion.
- Document processes, maintain dataset version histories, log analysis requests and maintain other records.
Other
- High School Diploma and 2 years in a role performing statistical analysis, model development, forecasting, data management, analytical reporting.
- Creative and innovative problem solver.
- Good attention to detail, organization, time management and prioritization skills.
- Critical thinking and business acumen.
- Excellent interpersonal skills.
