Sr Analyst-Ops Supt
About the position
Responsibilities
• Partner with key players to provide strategic insight into consumer broadband, video and voice services.
• Deliver insight into call drivers and volume reduction opportunities, process and training efficiency, agent execution, customer reactions to initiatives, and pain points to improve customer experience.
• Design and build call studies to answer key questions.
• Build online observation forms for data collection.
• Extract data and provide packaged analysis and presentation of results.
• Train call analysts prior to studies to ensure accuracy in data capture.
• Identify big picture trends across one or more lines of business.
• Find drivers and solutions to issues and match findings to the intent of the request.
• Translate results from varied data collection methods.
• Utilize tools like Google Sheets, Excel, and other resources to develop ad-hoc insights.
• Create Executive level presentations through Google Slides and PowerPoint.
Requirements
• Bachelor's degree or four or more years of work experience.
• Three or more years of relevant experience required, demonstrated through work experience and/or military experience.
• Proficiency in Microsoft Office Suite/ Google Suite, with Excel, Sheets, and PowerPoint & Slides.
Nice-to-haves
• Proficiency with Excel and PowerPoint.
• Experience in writing formulas and macros.
• Experience with organizing data using Looker Studio and extracting data from Tableau and/or Qlik.
• Experience with facilitation and communication across all levels of the organization.
• Experience pulling and analyzing large multi-faceted data and making decisions or recommendations based on data observations.
Benefits
• Health and wellness benefits.
• Short term incentives.
• 401(k) Savings Plan.
• Stock incentive programs.
• Paid time off.
• Parental leave.
• Adoption assistance.
• Tuition assistance.
• Award-winning total rewards package.
Apply Now
Apply Now
Responsibilities
• Partner with key players to provide strategic insight into consumer broadband, video and voice services.
• Deliver insight into call drivers and volume reduction opportunities, process and training efficiency, agent execution, customer reactions to initiatives, and pain points to improve customer experience.
• Design and build call studies to answer key questions.
• Build online observation forms for data collection.
• Extract data and provide packaged analysis and presentation of results.
• Train call analysts prior to studies to ensure accuracy in data capture.
• Identify big picture trends across one or more lines of business.
• Find drivers and solutions to issues and match findings to the intent of the request.
• Translate results from varied data collection methods.
• Utilize tools like Google Sheets, Excel, and other resources to develop ad-hoc insights.
• Create Executive level presentations through Google Slides and PowerPoint.
Requirements
• Bachelor's degree or four or more years of work experience.
• Three or more years of relevant experience required, demonstrated through work experience and/or military experience.
• Proficiency in Microsoft Office Suite/ Google Suite, with Excel, Sheets, and PowerPoint & Slides.
Nice-to-haves
• Proficiency with Excel and PowerPoint.
• Experience in writing formulas and macros.
• Experience with organizing data using Looker Studio and extracting data from Tableau and/or Qlik.
• Experience with facilitation and communication across all levels of the organization.
• Experience pulling and analyzing large multi-faceted data and making decisions or recommendations based on data observations.
Benefits
• Health and wellness benefits.
• Short term incentives.
• 401(k) Savings Plan.
• Stock incentive programs.
• Paid time off.
• Parental leave.
• Adoption assistance.
• Tuition assistance.
• Award-winning total rewards package.
Apply Now
Apply Now