Senior Operations Analyst: Customer Experience
Greater NYC Area
1 week ago
Reporting (40%) with an emphasis on KPIs, volumes, and productivity metrics.
Own, simplify, and automate department reporting and enable team self-service access.
Develop and refine Customer Experience team scorecards, dashboards, KPIs, operational metrics, self-service channel metrics, vendor performance reports.
Ensure data and reporting are accurate, reliable, explainable, and purposeful.
Analysis (40%) including resource optimization, forecasting, and ad-hoc projects.
Analyze historical data for long-range capacity planning/staffing models, volume projections, forecasts and scheduling with an aim to help improve team efficiency.
Translate data into useful information, provide clear, actionable recommendations based upon data analysis to help us validate assumptions, test hypotheses.
Proactively identify opportunities for automation, improve user experience, and operating efficiency through data analytics.
Analyze policy, process, and team performance bottlenecks and recommend optimizations as we continually improve the performance of our team to better serve customers.
Synthesize analysis and recommendations into cohesive presentations that tell a concise, actionable story to key stakeholders.
Help identify and pull relevant data to guide projects forward.
Tools Optimization (20%) especially focused on Zendesk configuration.
Work with leadership to optimize the setup and ongoing maintenance of Zendesk to achieve the goals and priorities of the Customer Experience team.
Support integrations of existing and future tools with Zendesk, ensure customer and associate interaction data are optimally recorded for reporting and analysis.