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Customer Experience Data Analyst

1 month ago

Mount Olive Township, United States Benjamin Moore & Co Full time
Customer Experience Data Analyst

ID 2024-1630

Category Customer Service

Position Type Salaried

Remote No

Shift Time Varies

Location Flanders

Overview

At Benjamin Moore, we empower our team members to achieve their goals and make a positive impact in our communities. We offer a rewarding and inspiring work environment that fosters creativity, collaboration, and a strong sense of camaraderie. Our culture of excellence and transparency encourages our colleagues to bring their authentic selves and unique perspectives/ideas every day. With 140 years of rich history behind our brand, we know that our people are the driving force behind our success. We believe in investing in our colleagues by offering work-life balance, competitive/ benefits, ongoing learning/continuing education, and skill development. Through a positive and engaging workplace, we facilitate growth, development, and fulfillment for all.

Join us and be a part of a brand that inspires creativity, innovation, and passion in support of locally-owned stores around the world.

Click here to see how you can paint your future

Job Summary:

As a Customer Experience Data Analyst, you will play a critical role in leveraging data to understand customer behavior, identify opportunities for improvement, and drive initiatives that enhance the overall customer experience.

A successful customer experience data analyst excels in analytical and collaboration skills, adeptly turning data into actionable insights. Adaptability and multitasking are vital in our dynamic setting. Prioritizing team support and customer satisfaction is key, ensuring timely and high-quality service. Success hinges on strong organization, meticulous attention to detail, independent problem-solving, and tactful communication. Upholding confidentiality, exhibiting time management prowess, and demonstrating proactive, judicious decision-making are integral to this role.

Key Responsibilities
  • Develop and maintain agent schedules to ensure adequate coverage during peak volume times and to accommodate breaks, lunches, and other off-phone activities.
  • Coordinate and oversee dashboards to maintain optimal agent availability and ensure comprehensive skillset coverage.
  • Monitor queues and dashboards in real-time to prevent extended customer wait times and maintain SLAs. Directly engage with staff to adjust statuses, ensure coverage, and alleviate bottlenecks.
  • Address system and process hurdles directly with staff, advising on escalation when necessary. This involves providing guidance on complex issues and facilitating swift resolution of customer complaints through appropriate escalation channels.
  • Remain informed about industry best practices, emerging technologies, and current tools and systems utilized across all teams.
  • Assist in generating regular and ad-hoc reports to communicate insights and findings from call center data analysis to management.
  • Investigate the root causes of performance issues identified in daily data, such as high call volumes, long wait times, or low customer satisfaction ratings.
  • Effectively communicate findings to stakeholders, presenting clear and actionable insights in both verbal and written formats.
  • Provide training and support to call center agents on call handling procedures, call routing systems, and other relevant tools and technologies.
  • Identify opportunities for process improvement and efficiency gains within the call center, collaborating with stakeholders to analyze data and implement solutions collectively.
  • Performs other duties as required.
Required Skills
  • 3+ years Call Center, workforce management experience.
  • Ability to communicate with individuals of varying levels clearly and effectively.
  • Excellent written and verbal communication skills.
  • Demonstrated ability to handle multiple projects/responsibilities simultaneously.
  • Strong time-management and follow-through skills.
  • Capable of working independently, as well as with department members, to achieve the goals of the department and complete assignments within established time frames.
  • Expert knowledge of SAP, Microsoft Office, with expertise in Excel (including Pivot Tables, Arrays, Charting Techniques, and Power Query) and PowerPoint.
  • Proficiency is using NICE inContact features.
  • Experience with data mining applications.

Diversity, Equity & Inclusion

At Benjamin Moore, we believe diversity of culture, talent, and varying perspectives is key to a collaborative, innovative, and successful business. We are committed to driving change within our organization through purposeful Diversity, Equity & Inclusion (DE&I) efforts, while also focusing on our customers and communities in which we serve. Our DE&I efforts allow each of us to authentically live our corporate values of Openness, Integrity, Community, Excellence and Safety. Our Social Impact programming of strategic local and national partnerships, in-kind donations, volunteerism, and more expands our ability to make a difference in the lives of all of our stakeholders. We hope you will join us and become an advocate for diversity and inclusion here at Benjamin Moore.

At Benjamin Moore & Co, we don't just accept difference - we celebrate it, we support it, and we thrive because it benefits our employees, our products, and our community. We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Benjamin Moore is proud to be an equal opportunity employer.

Student Loan Repayment Assistance Program

Benjamin Moore provides Student Loan Repayment Assistance Program to support eligible active employees who graduated from an accredited post-secondary educational institution. The Repayment Program is intended to contribute to reducing employee's student loans. The Company follows all rules and regulations concerning the taxability of student loan repayments provided under applicable law.

EOE

Benjamin Moore & Co. is an equal opportunity employer that is committed to a culture of inclusion and diversity. We do not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Our commitment to these principles means all employment decisions are made based on qualifications, merit, and business needs.