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Job Description
- The Senior Analyst Operational Performance Analytics leads the analytic strategy in support of call center performance and customer satisfaction data in support of operational improvement initiatives.
- This position works on an analytic team to assess processes that have an impact on customer satisfaction scores or other key metrics and on the design and implementation of initiatives to improve those scores.
- The Senior Analyst Operational Performance Analytics will interpret performance trends, identify root causes behind the trends, and then contribute to the development of performance improvement efforts.
Essential Functions/Core Responsibilities:
- Reviews customer satisfaction and other operational metric results on a daily/weekly/monthly basis to identify trends in performance; produces monthly management reports
- Analyzes qualitative and quantitative data and identifies performance improvement opportunities via Microsoft Pivot tables, cross-tabs or via other tools. Proactively determines areas for drill-down focus and conducts analyses to understand the drivers of performance gaps
- Coordinates with statisticians for development of key driver analysis, statistical linkages and calibration between metrics
- Coordinates data feeds with Operations to provide data for analysis
- Documents current operational processes as part of root cause analysis and input to improvement initiatives; identifies possible gaps that may be contributing to lower key metric results
- Facilitates and conducts root cause analysis to determine the underlying drivers behind performance gaps. Root cause may include on site observation, interviews, and process documentation
- Contributes to analytic/engagement plan development based on analytic findings, metric performance, and client business needs
- Contributes to recommendation/initiative development based on results of analysis
- Develops updates to reflect current status of activities; monitors progress against action plans; monitors call center operational performance on goals and objectives; isolates initiative effectiveness on improving key performance metrics
- Produces documentation of key insights quality analysis or root cause work, solution recommendations, solution business cases and action plan results for incorporation into internal or client reviews
Job Requirements
Candidate Profile:
- Extensive reporting experience within the call centre industy
- Experience interpreting data and presenting process improvements to relative stakeholders
- Analytical thinking and analytic aptitude; ability to apply quantitative data analysis techniques to improve work processes
- Strong attention to detail
- Sense of professionalism and ability to develop relationships
- Strong communication skills, both written and verbal
- Strong customer service orientation
- Ability to work in an environment where activities and deliverables are dependent on a diverse group of technical and business functional experts
- Ability to work an emerging and rapidly changing environment
- Demonstrated ability to multi-task, prioritize, and meet timelines on deliverables
- Experience or exposure with statistical concepts and applications, data analysis, call center exposure, customer satisfaction data exposure and/or process consulting experience preferred
- Proficient in Microsoft Office
- Exposure to Six Sigma methodology
- Up to 10% travel may be required
Career Level Description
- Requires in-depth knowledge and experience.
- Broad application of principles, theories and concepts in applicable discipline.
- Solves complex problems; takes a new perspective using existing solutions.
- Works independently; receives minimal guidance.
- Acts as a resource for colleagues with less experience.
- Represents the level at which career may stabilize for many years or even until retirement
