Job Description
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.
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