Customer Service Operations Data Analyst (Hybrid)

Orchard Park, NY - USA

Monthly Salary: $ 47400 - 66300

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Department:

Customer Service

Job Summary

The Customer Service Operations Analyst will utilize a wide range of analytical methods and techniques to interpret customer data provide insights to enhance the customer experience and ensure operational sustainability.

Duties & Responsibilities:

Collect clean and analyze customer service data from various sources to identify trends patterns and opportunities for improvement.
Develop and maintain comprehensive dashboards and reports that provide visibility into key customer service metrics and KPIs in support of decision-making efforts.
Run modify and customize existing database queries with various applications including Business Objects Crystal reports and SAS building efficiencies when feasible.
Utilize statistical techniques and forecasting models to predict future customer service trends and resource requirements. Identify inefficiencies and areas for improvement within customer service processes.
Ensure data integrity compliance with regulatory requirements and adherence to quality standards in all analytical activities.
Utilize data from a variety of systems to conduct deep-dive analysis into departmental issues and complaints to uncover underlying causes and recommend preventive measures/solutions.
Develop and propose business solutions to identified opportunities to ensure business needs are addressed.
Collaborate with business partners in the development of models and analysis to ensure business needs are addressed.
Analyze and write concise structured program requests with follow through to completion.
Document processes maintain dataset version histories log analysis requests and maintain other records.
Keeping records of data sources definitions or business rules in shared repositories.
Scheduling or coordinating stakeholder meetings.
Preparing slide decks or status update reports that summarize progress.
Other duties and special projects as assigned.
Attend meetings and seminars.

Requirements:

High School Diploma and 2 years in a role performing statistical analysis model development forecasting data management analytical reporting.

Skills & Qualifications:

Proficient computer skills including MS Office Excel.
Proficient with database systems (data structure/warehouse data manipulation/coding) including MS Access AQT SAS and Business Objects.
Creative and innovative problem solver.
Good attention to detail organization time management and prioritization skills.
Critical thinking and business acumen.
Inquisitive with a desire to explore the what why and how.
Ability to draw conclusions from large amounts of data.
Clear well-defined written communication and effective oral communication with the ability to listen and respond.
Ability and desire to learn new concepts processes and applications.
Ability to work independently or as part of a team.
Ability to multitask in a fast-paced environment.
Excellent interpersonal skills.

Market Range: 6 / 40 hours per week / Hybrid- 2 days in office

Salary: $47400 - $66300

Accepting applications through:

Required Experience:

Duties & Responsibilities:

Collect clean and analyze customer service data from various sources to identify trends patterns and opportunities for improvement.
Develop and maintain comprehensive dashboards and reports that provide visibility into key customer service metrics and KPIs in support of decision-making efforts.
Run modify and customize existing database queries with various applications including Business Objects Crystal reports and SAS building efficiencies when feasible.
Utilize statistical techniques and forecasting models to predict future customer service trends and resource requirements. Identify inefficiencies and areas for improvement within customer service processes.
Ensure data integrity compliance with regulatory requirements and adherence to quality standards in all analytical activities.
Utilize data from a variety of systems to conduct deep-dive analysis into departmental issues and complaints to uncover underlying causes and recommend preventive measures/solutions.
Develop and propose business solutions to identified opportunities to ensure business needs are addressed.
Collaborate with business partners in the development of models and analysis to ensure business needs are addressed.
Analyze and write concise structured program requests with follow through to completion.
Document processes maintain dataset version histories log analysis requests and maintain other records.
Keeping records of data sources definitions or business rules in shared repositories.
Scheduling or coordinating stakeholder meetings.
Preparing slide decks or status update reports that summarize progress.
Other duties and special projects as assigned.
Attend meetings and seminars.

Requirements:

High School Diploma and 2 years in a role performing statistical analysis model development forecasting data management analytical reporting.

Skills & Qualifications:

Proficient computer skills including MS Office Excel.
Proficient with database systems (data structure/warehouse data manipulation/coding) including MS Access AQT SAS and Business Objects.
Creative and innovative problem solver.
Good attention to detail organization time management and prioritization skills.
Critical thinking and business acumen.
Inquisitive with a desire to explore the what why and how.
Ability to draw conclusions from large amounts of data.
Clear well-defined written communication and effective oral communication with the ability to listen and respond.
Ability and desire to learn new concepts processes and applications.
Ability to work independently or as part of a team.
Ability to multitask in a fast-paced environment.
Excellent interpersonal skills.

Market Range: 6 / 40 hours per week / Hybrid- 2 days in office

Salary: $47400 - $66300

Accepting applications through:

Required Experience:

Key Skills

Data Analytics
Microsoft Access
SQL
Power BI
R
Data Visualization
Tableau
Data Management
Data Mining
SAS
Data Analysis Skills
Analytics

Apply Now

About Company

NYCM Insurance

New York Central Mutual Fire Insurance, or NYCM to its friends and policyholders, sells property/casualty insurance in upstate New York. With offices in Amsterdam, Buffalo, Edmeston, and Sherburne, the company specializes in personal auto coverage but also offers homeowners and umbrel ... View more

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