The Customer Service Operations Analyst will utilize a wide range of analytical methods and techniques to interpret customer data, provide insights to enhance the customer experience, and ensure operational sustainability.
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.
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.
- Ensure data integrity, compliance with regulatory requirements, and adherence to quality standards in all analytical activities.
- 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.
Other
- 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.
- Inquisitive with a desire to explore the what, why and how.
- Clear, well-defined written communication and effective oral communication with the ability to listen and respond.
- Ability and desire to learn new concepts, processes, and applications.
