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Contact Center Customer Experience Analyst

4 months ago

Hoover, United States Regions Full time

Thank you for your interest in a career at Regions. At Regions, we believe associates deserve more than just a job. We believe in offering performance-driven individuals a place where they can build a career --- a place to expect more opportunities. If you are focused on results, dedicated to quality, strength and integrity, and possess the drive to succeed, then we are your employer of choice.

At Regions, the Business Unit Operations Analyst administers defined procedures, prepares and analyzes reports, and works on projects with an emphasis on process improvement. This role analyzes business issues and makes recommendations to maximize operational efficiency and quality and ensures compliance standards are adhered to.

Primary Responsibilities

  • Analyzes and interprets data to identify trends and opportunities for process improvement
  • Works with managers to apply data to business goals and analytical requirements, which may include capacity planning, volume forecasting and unit costing
  • Contributes to workflow or process change and redesign, and has a strong basic understanding of the specific product or process
  • Creates and maintains policies, procedures, and/or training materials to maximize efficiency and customer service
  • Defines user requirements and assists with user acceptance testing on occasion
  • Manages small projects and/or contributes to task forces or project teams on occasion
  • Takes accountability for regular reporting or process administration as owner on occasion
  • Works under limited to moderate supervision to analyze and solve moderately complex operational, systems-related, and/or customer issues
  • Offers advice and guidance to junior analysts on occasion

This position is exempt from timekeeping requirements under the Fair Labor Standards Act and is not eligible for overtime pay.

Requirements

  • Bachelor's degree in a related field and three (3) years of related experience
  • Or High School Diploma or GED and seven (7) years of related experience

Skills and Competencies

  • Ability to learn additional systems as needed
  • Ability to research, analyze data, and derive facts
  • Ability to work in a team environment when applicable
  • Ability to work under pressure and meet deadlines
  • Analytical and problem-solving skills
  • Knowledge of business intelligence (BI) tools
  • Knowledge of business unit and operations areas
  • Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook, etc.)
  • Strong verbal, written communication, and organizational skills
  • Strong work ethic and self-motivation
  • Gather and analyze data from different information systems (Medallia, Call Reason, Complaints)
  • Create and maintain a suite of regular reports to update stakeholders on customer metrics.
  • Identify issues, analyze available data and information, and recommend changes to help drive data-based strategic decision making.
  • Identify findings and trends and produce insightful data analysis to educate the business on trends and areas of opportunity around customer experience.
  • Conduct Root Cause Analysis and proactively identify operational improvement opportunities that deliver customer satisfaction.
  • Work with a third-party company on the on-going administration of customer surveys (Gallup)
  • Work with other business teams to evaluate the impact of improvement initiatives.
  • Provide customer insight information to support business cases.
  • Build cross-functional partnerships at various levels of the organization to help turn CX findings into improved customer experiences.
  • Performs other duties as assigned.

Compensation Details

Pay ranges are job specific and are provided as a point-of-market reference for compensation decisions. Other factors which directly impact pay for individual associates include: experience, skills, knowledge, contribution, job location and, most importantly, performance in the job role. As these factors vary by individuals, pay will also vary among individual associates within the same job.

The target information listed below is based on the Metropolitan Statistical Area Market Range for where the position is located and level of the position.

Job Range Target:

Minimum:

$55,338.00 USD

50th Percentile:

$72,310.00 USD

Incentive Pay Plans:

This job is not incentive eligible.Location:Hoover, Alabama

Bring Your Whole Self to Work

We have a passion for creating an inclusive environment that promotes and values diversity of race, color, national origin, religion, age, sexual orientation, gender identity, disability, veteran status, genetic information, sex, pregnancy, and many other primary and secondary dimensions that make each of us unique as individuals and provide valuable perspective that makes us a better company and employer. More importantly, we recognize that creating a workplace where everyone, regardless of background, can do their best work is the right thing to do.

OFCCP Disclosure: Equal Opportunity Employer/Disabled/Veterans

Job applications at Regions are accepted electronically through our career site for a minimum of five business days from the date of posting. Job postings for higher-volume positions may remain active for longer than the minimum period due to business need and may be closed at any time thereafter at the discretion of the company.