Manager, CXA Analytics

Overview

It's fun to work in a company where people truly BELIEVE in what they are doing! We're committed to bringing passion and customer focus to the business.

Responsibilities

• Reviews operational metric results and customer satisfaction results on daily / weekly / monthly basis to identify trends in performance
• Utilizes tools such as Excel, Power BI, Tableau or other tools to analyze qualitative and quantitative data
• Interprets the data to tell a story that answers business questions; looks for the so-what behind the numbers
• Design and build business intelligence dashboards
• Effectively communicate analysis in a way that business stakeholders understand
• Proactively identifies performance gaps and analytic focus and manages deliverable schedules; meets delivery timelines
• Coordinates data collection, cleansing, and merging of data from separate streams
• Builds relationships with key stakeholders in Operations, quality, training, in order to understand processes and identify gaps that may be contributing to lower key metric results
• Facilitates and conducts root cause exercises, such as, but not limited to : slicing of data, transcript reviews, verbatim analysis, round tables, and process documentation
• Aids in developing, execution, and measuring operational changes that are expected to improve results
• Presents key insights, solution recommendations, business cases and action plans to internal / external stakeholders
• Consistently provides updates and progress of action plans and activities
• Mentorship of analytics specialists

Qualifications

Preferred Qualifications

Working Conditions

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

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