PET430 Customer Experience Data Analyst

PET430 Customer Experience Data Analyst

03 jul
Bogotá D.C.

03 jul


Bogotá D.C.

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

- 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

Candidate Profile 

- Bachelor’s degree in related field from a four-year college or university with one to two 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

- Up to 10% travel may be required


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