Senior Customer Care Analyst

1 month ago

Indianapolis, United States JD Finish Line Full time

The Sr. Customer Care Analyst is responsible for supporting the Customer Care Leadership Team with actionable insights and reporting from Customer Care and other related data sources. They must be both curious, a problem solver, as well as an effective communicator. The individual should be skilled at bringing disparate data sources together and be able to derive conclusions from that data.The analytics provided should drive our business forward, minimize risks and allow our leadership team to make informed business decisions at the interaction, employee, team and department levels. They will also, in partnership with the Customer Care Manager of Analytics, act as a team lead and aid in the development of current and future analysts within the department.This individual will effectively exhibit JD Finish Line’s core values of Customer, People, Winning, Community, and Financial Responsibility in everything they do by performing the following key duties:


  • Examine existing reporting and ensure their outcomes return actionable data.
  • Work to automate any manual reporting processes.
  • Produce new reporting or create ad hoc reporting as business needs evolve and change.
  • Connect disparate data sets into singular views / reporting for deeper understanding.
  • Construct reporting and present insights to CC leadership team on IVA, Chatbot, performance. Also make performance recommendations in partnership with the Manager of CC Analytics.
  • Using BI and dashboarding tools (i.e. MS Power BI and Looker), bring CC KPI data into a singular view.
  • Produce KPI reporting for all areas of Customer Care utilizing BI tools and SQL
  • Partner cross functionally to bring previously inaccessible data into data sets that can be leveraged for analysis.
  • Make Customer Care data accessible to other business units to help drive better insights and improvements.
  • Connect Customer Care data with LTV (Lifetime Value) data to better understand impacts of customer experiences.
  • Ability to learn and become the expert on vendor partner data as well as their BI and reporting tools.
  • Acting as a team lead, aid in the development of Customer Care Jr. Analyst as well as CC Ops Specialists.
  • Leads Analytics Corner - a weekly program to expose and train analytics approaches to team members who aspire to become Analysts.
  • Working with the Customer Care Manager of Analytics, help create and execute a new Analyst in Training program.
  • Prioritizes and executes multiple projects and tasks with minimal supervision or direction.
  • Understands the importance of delivering results on time.
  • Identifies and escalates friction within the customer experience
  • Present summaries of findings to all levels of the leadership team
  • Additional duties and projects as required.


Required Education and/or Experience

  • Bachelor’s degree (B.A.) from a four-year college or university, or equivalent combination of education and experience, and a minimum of 3-7 years of applicable work experience with the skill sets below. Internal JD Finish Line experience is a plus.


Required Computer and/or Technical Skills

  • Intermediate to advanced knowledge and abilities with Microsoft Word, Excel, and Access or Google Suite applications.
  • Report writer experience (PowerBI, Looker, etc.)
  • Intermediate to advanced SQL skills


Preferred Experience

  • Familiarity with AWS Connect and Calabrio WFM / QA products
  • Understanding of call center data and KPIs
  • Customer Care experience
  • Previous experience automating reporting


Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Sit for more than 6 hours per shift
  • Use hands to finger, handle and feel
  • Reach with hands and arms
  • Talk and/or hear
  • Walk or move from one location to another
  • Occasionally may need to climb, balance, stoop, kneel, or crouch
  • Lift and/or move up to 10 pounds regularly and up to 25 pounds occasionally
  • Punctuality and regular attendance consistent with the company’s policies are required for this position.
  • Average work week is 40-45 hours, which can vary depending on business needs.
  • The work environment for this position is a moderately noisy office setting.


The company reserves the right to modify this job description with or without notice. Employees may be asked to perform additional duties outside of normal job scope on a temporary basis per company policy.

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