Contact Center Analyst, Member Services
Contact Center Analyst, Member Services
The Contact Center Analyst is focused on driving change to improve customer experience and optimize customer service operations. He/she is solution-oriented, with the ability to manage multiple priorities simultaneously and provide real-time and data-driven business feedback to management. He/she will focus on drawing actionable insights and developing/leading action plans based customer feedback, business data, and operational workflow. The ideal candidate will have an ecommerce and/or corporate level customer service background, and a proven track record of implementing process solutions to drive a best in class customer experience.
Principle Responsibilities:
- Collect, analyze and present data that will drive efficiency in KPIs and improve the Customer Experience
- Lead and/or support execution of new projects required to support strategic initiatives, efficiencies, quality initiatives and ongoing process improvement
- Analyze processes to identify areas of opportunity, determine ROI, and present business cases to the management team for operational improvements
- Provide crucial customer feedback and insights to our Management Team
- Acts as a liaison between Member Services and Technology teams, articulating business problems and processes to identify & implement systematic improvements to workflows
- Performs modeling and cost / benefit analysis to review key business drivers and productivity against department KPI’s and budget
- A change agent, leading and influencing improvement efforts within the department and across the organization. Working with department managers, implements new standards and processes focusing on improved operational efficiency.
- Utilizes a variety of process improvement methodologies and tools such as Lean, DMAIC, process flowcharting, and Six Sigma.
- Achieves results by identifying common goals and shared interests; demonstrates an ability to influence key stakeholders.
Education and Experience Requirements:
- 4-year degree required
2-3 years of experience with Workforce planning and associated software
2-3 years of experience with contact volume forecasting and planning:
Experience with contact center budgeting tools and preparation (preferred but not required)
- 2-5 years related experience in an operational or analyst role, preferably supporting a Customer Service organization.
- Call Center Analysis experience
- 2+ years’ experience in analysis including process analysis, ROI analysis, capacity forecasting and financial modeling.
- Exceptional analytical and problem-solving skills
- Proven experience effectively instilling new processes or changes across an organization; provided solid data and facts to support efficiency or quality improvements
- Strong analytical/modeling skills with ability to convert raw data into actionable business insights
- Able to handle multiple projects simultaneously and to deliver projects and results within tight timelines
- Advanced in Microsoft products (including Excel, PPT, Word, Outlook)
- Experience with Business Intelligence tools (e.g. Tableau; SQL) not required but a plus
- Excellent communication, facilitation, and interpersonal skills required
- An innovative, positive, and self-directed attitude. Interested in “figuring out” solutions to problems or methodology for improved deliverables.