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Senior Customer Experience Analyst

2 months ago

Marquand, Missouri, United States JD Finish Line Full time
Job Summary

We are seeking a highly skilled Senior Customer Care Analyst to join our team at JD Finish Line. As a key member of our Customer Care Leadership Team, you will play a critical role in driving business forward with actionable insights and reporting.

Key Responsibilities
  • Reporting and Analytics:
    • Examine existing reporting to ensure outcomes return actionable data.
    • Automate manual reporting processes to increase efficiency.
    • Develop new reporting or create ad hoc reporting as business needs evolve.
  • Data Integration:
    • Connect disparate data sets into singular views for deeper understanding.
    • Construct reporting and present insights to CC leadership team on IVA, Chatbot, performance.
  • Team Leadership:
    • Act as a team lead and aid in the development of Customer Care Jr. Analysts and CC Ops Specialists.
    • Lead Analytics Corner, a weekly program to expose and train analytics approaches to team members.
  • Technical Skills:
    • Intermediate to advanced knowledge and abilities with Microsoft Word, Excel, and Access or Google Suite applications.
    • Report writer experience with PowerBI, Looker, etc.
    • Intermediate to advanced SQL skills.
Requirements
  • Bachelor's degree (B.A.) from a four-year college or university, or equivalent combination of education and experience.
  • Minimum of 3-7 years of applicable work experience with the skill sets below.
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
  • 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.