Senior Business 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.