Sr Analyst, Global Analytic Insights

at  Webhelp

LOCATION

Bogota, Colombia
Job Title:
Sr Analyst, Global Analytic Insights
Job Description
The Contact Center Performance Business Analyst will deliver analysis of contact center performance and customer satisfaction data to support operational improvement initiatives. You will work on an analytic team to assess processes that have an impact on customer satisfaction scores or other main metrics and on the design and implementation of initiatives to improve those scores.
Responsibilities:
Review customer satisfaction and other operational metric results on a daily/weekly/monthly basis to identify trends in performance; produce monthly management reports.
Analyze qualitative and quantitative data and identify performance improvement opportunities via Microsoft Pivot tables, crosstabs or via other tools. Determine areas for drill-down focus and conduct analyses to understand the drivers of performance gaps.
Develop important driver analysis, statistical linkages and calibration between metrics.
Coordinate data feeds with Operations to provide data for analysis.
Develop updates to reflect current status of activities; monitors progress against action plans; monitor contact center operational performance on objectives; isolate initiative effectiveness on improving necessary performance metrics.
Produce documentation of important insights, solution recommendations, solution business cases and action plan results for incorporation into internal or client reviews.
Produce quality analysis or cause work; meet timing demands.

PREFERRED SKILL SET

• Bachelor’s degree in related field from a four-year college or university with three to five years related experience. MBA a plus
• Advanced MS skills; Experience in R, Python highly desired.
• Strong customer service disposition and sense of professionalism
• Ability to organize and prioritize projects in a fast paced and deadline-oriented business development
• Experience or exposure with statistical concept and applications, data analysis
• Analytics background/experience

• 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, crosstabs or via other tools. Proactively determines areas for drill-down focus and conducts analyses to understand the drivers of performance gaps.
• Develops key driver analysis, statistical linkages and calibration between metrics.
• Coordinates data feeds with Operations to provide data for analysis.
• Documents current operational processes as part of root cause analysis and input to improvement initiatives; identifies possible gaps that may be contributing to lower key metric results.
• 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.
• Contributes to analytic/engagement plan development based on analytic findings, metric performance, and client business needs.
• Contributes to recommendation/initiative development based on results of analysis.
• Develop updates to reflect current status of activities; monitors progress against action plans; monitors contact 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.
• Contributes to team objectives and outcomes.
• Produces quality analysis or root cause work with minimal supervision; meets timing demands.