Analyst, Customer Experience
Analyst, Customer Experience
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
$ 73000 - 117850
1 Vacancy
Job Description
Chamberlain Group is a global leader in access solutions with top brands such asLiftMasterand Chamberlainfound in millions of homes businesses and communities worldwide.
ecosystem.
This role is within CGs Customer Experience and Technical Support function. The analyst provides timely accurate and proactive reporting analysis and communication on: key performance indicators dashboards and scorecards for the technical support contact center and customer experience department. The analyst will use a variety of data elements tables and software in their daily work. They identify and communicate causes for activity change or anomalies trends and performance results to drive strategic continuous improvement. Creates accurate ad-hoc reports as requested and ability to create formal reports for presentation.
This role will have a customer focus analytical ability creativity forward-thinking mindset and knowledge of contact center operations.
Job Responsibilities:
Performance Reporting - Monitor and prepare reports on contact center performance and analyze contact center statistics results and trends
Prepares dashboards in Power BI and/or reporting toolset for management team and Customer Service Representatives
Provide analyses insight and reports to help drive data-backed decisions and changes
Identify and analyze opportunities to improve our contact center operations using the data sets available
Identify additional data needs to more effectively manage contact center operations
Develop methods to track and maintain high contact center efficacy
Use data and analysis to drive decision making recommendations and develop solutions
Comply with health and safety guidelines and rules; managers should also ensure compliance across their teams.
Protect Chamberlain Groups reputation by keeping information confidential.
Maintain professional and technical knowledge by attending educational workshops reading professional publications establishing personal networks and participating in professional societies.
Contribute to the team effort by accomplishing related results and participating on projects as needed.
Requirements:
Bachelors degree or equivalent experience
Minimum 0 to 3 years of data analysis experience
Knowledge Skills and Abilities:
Expert knowledge of Microsoft Excel
Experience with Data visualization tools and analytics tools (Power BI Tableau or Salesforce)
Keen analytical and problem-solving skills strong attention to detail
Effective at planning and organizing works well under pressure with multiple priorities and deadlines
Ability to travel up to 10%
Preferred:
Knowledge of Contact Center data and metrics highly desirable
SQL Microsoft DAX Power Query Python VBA R
Cloud-based data solutions (Microsoft Azure Synapse)
Genesys
Prior experience working with contact center systems and data
Statistical/Mathematical background preferred
#LI- Hybrid Oak Brook IL
#LI-MD1
The payrange for this position is $73000.00 - $117850.00; base payoffered may vary depending on a number of factors including but not limited to the position offered location education training and/or addition to base pay also offered is a comprehensive benefits package and 401k contribution (all benefits are subject to eligibility requirements).This position is eligible for participation in a short-term incentive plan subject to the terms of the applicable plans and policies.
Chamberlain Group wants all of its employees to succeed and encourages people of all backgrounds to apply. Were proud to be an Equal Opportunity Employer and youll be considered for this role regardless of race color religion sex national origin age sexual orientation ancestry; marital disabled or veteran status. Were committed to fostering an environment where people of all lived experiences feel welcome.
Persons with disabilities who anticipate needing accommodations for any part of the application process may contact in confidence .
NOTE: Staffing agencies headhunters recruiters and/or placement agencies please do not contact our hiring managers directly.
Required Experience:
IC
Employment Type
Full-Time
