Customer Operations AnalystRole has been filled by a talented individual

The Position

The Customer Operations Analyst is responsible for creating and analyzing reporting on support center data for the purposes of performance management, forecasting, capacity planning and scheduling.  You will assist Support Leadership with identifying trends and communicating issues and customer feedback to CX Leadership and other stakeholders.This role also acts as a voice of Support with other departments, communicating process feedback as needed to other CX teams, Sales, Product and Development.

What You'll Do 

  • Perform complex data analysis to determine staffing targets, call volume trends and develop long-term strategies
  • Present recommendations for long-range staffing and volume forecasting changes based on capacity modeling
  • Collaborate with the leadership team to define metric benchmarks and utilize them to set context for reports, plans and goals
  • Partner with the leadership team to improve efficiency, processes and procedures of the technical support department
  • Design, create, develop and test business intelligence reports to fulfill business needs, and provide related consultative analysis and support
  • May perform schedule changes or adjustments and negotiate off-phone activities and training schedules in coordination with technical support leadership
  • Work closely with business users to identify reporting requirements and provide solutions using information from the internal and external data and databases
  • Create and publish individual monthly scorecards using productivity and quality goals based on metrics, customer feedback and input from sales and customer service employees  
  • Manage intra-day activities for inbound, outbound, processing and support customer service management to ensure resources are balanced appropriately and meet established service goals
  • Support all routine (monthly, quarterly, yearly, etc.) for business performance metrics, as well as ad-hoc reporting requests. Maintain responsibility for accuracy of all data included in the reporting process
  • Collect information on failures in designated areas and analyze for root causes. Identify metrics, establish data collection plan, implement tracking and generate reporting to document process performance. Analyze current standards and metrics enabling improvement to formalized processes

Desired Skills and Experience

  • Bachelor’s Degree in Business, Statistics or Technology preferred or 3+ years of relevant experience 
  • Proficient with Google Office and Microsoft Office applications
  • Superb communication, writing, and follow-up skills
  • Strong critical-thinking and analytical problem-solving skills
  • Comfortable working with customer support tools and analytics
  • Excellent time management and organizational skills
  • Confident collaborating with cross-departmental stakeholders and product teams
  • Demonstrated experience coaching and guiding others to help solve customer problems
  • Demonstrate excellent communication skills with ability to relay information with tact, diplomacy, patience and professionalism

Additional Perks

  • 100% paid medical insurance for employees
  • HSA match
  • 401(k) match
  • Charitable giving match
  • Flexible PTO Policy
  • Continuing Education benefit
  • Stock Options
  • Generous parental leave policy
  • Home office stipend 
  • Commuter benefits

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