Position Summary
The Customer Support Performance Analytics Analyst is an auditing, reporting and analytics function that reports into the Customer Support Workforce Planning and Analysis (WPA) department conducting analysis and research of individual Customer Support Crewmembers performance. The Analyst assumes all research necessary to provide insight and sound recommendations to Customer Support Leadership to drive performance improvements across the Customer Support organization. The Analyst role will partner with Customer Support Leadership to provide automated reporting dashboards and adhoc reporting used to coach, performance manage and administer reward and recognition programs for Customer Support frontline Crewmembers. The Analyst role will collect, interpret and display data to identify trends, develop business insights and help Customer Support optimize processes, reduce costs and take actionable steps to improve Customer Support frontline crewmember performance.
Essential Responsibilities
- Research performance metrics of Crewmembers including (but not limited to) average handle time (AHT), extension out calls, after-call work (ACW), First Call Resolution (FCR), Customer Satisfaction Scores (CSAT) and other metrics deemed relevant to the current business philosophy or items necessary to paint a full picture of a Crewmember’s overall performance within Customer Support
- Research dependability metrics of Crewmembers including (but not limited to) attendance; compliance; login/logout; no-call, no-show; flag reasons; leave of absence items; overtime and other metrics deemed relevant to the current business philosophy or items necessary to paint a full picture of a Crewmember’s overall dependability within Customer Support
- Identify relationships between Customer Support metrics using data analytics to drive process and performance improvements
- Create dashboards and reporting at multiple levels across the Customer Support Enterprise including Business Partner metrics
- Work collaboratively with a group of Analysts to automate reporting for all Customer Support metrics in using Tableau/Power BI/Snowflake
- Create all reporting required to administer reward and recognition programs for Customer Support, reporting to monitor the effectiveness of the recognition program including recommendations on improving the effectiveness of the recognition program
- Participate in Contact Center as a Service (CCaaS) implementation to create reporting and dashboards that identify customer trends based on intents from CCaaS
- Other duties as assigned