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Job Description
- The Analyst Operational Performance Analytics will deliver analysis of call center performance and customer satisfaction data in support of operational improvement initiatives.
- This position works on an analytic team to assess call center-controllable 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 Analyst Operational Performance Analytics will interpret performance trends, identify root causes behind the trends, and then help support and champion performance improvement efforts.
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
- Determines areas for 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 customer satisfaction and other operational metrics such as quality, average handle time
- Coordinates data feeds with Operations to provide data for analysis
- Supports relationship-building with peers in Operations to understand current operational processes and identify possible gaps that may be contributing to lower key metric results; serves as an extension of the Operational team; may document operational processes as input to improvement initiatives
- 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
- Facilitates action planning sessions with Call Center Operations or other stakeholders. Aids in developing recommendations involving operational changes that are expected to improve results; assists in testing of new/revised processes
- Facilitates the implementation of action plans in collaboration with Call Center Operational units
- Develops updates to reflect current status of activities; monitors progress against action plans and contributes to decisions to ensure goals are met; monitors call center operational performance on goals and objectives; isolates initiative effectiveness on improving key performance metrics
- Produces documentation of key insights, solution recommendations, solution business cases and action plan results for incorporation into internal or client reviews; interacts with external clients to present analytic results and solution recommendations
- Identifies problems that may jeopardize the analysis or program and works with manager to determine contingency plans
- Contributes to decisions regarding analytic design, information requirements and deliverable schedules
Job Requirements
Candidate Profile:
- Bachelor’s degree in related field from a four-year college or university with 2 to 4 years related experience preferred
- 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; green or black belt certification preferred
