Job description
Location: SFS
Status: Hourly
Position Summary
Under supervision of the Workforce Manager of Customer Care, Customer Care Reports Analyst
is responsible for creating, updating, and maintaining reports and presentations for the
customer care department. The role will contribute to the success of the Customer Care
Department by supporting department by supporting leadership.
Essential Functions
Education & Experience Requirements
Status: Hourly
Position Summary
Under supervision of the Workforce Manager of Customer Care, Customer Care Reports Analyst
is responsible for creating, updating, and maintaining reports and presentations for the
customer care department. The role will contribute to the success of the Customer Care
Department by supporting department by supporting leadership.
Essential Functions
- Deliver timely reports and or presentations to customer care operations leadership
- Able to gather requirements, design, and created reports/presentations use for both
- Accurately analyze and collect data for various types of business reports
- Able to understand the business and provide insight on key data points
- Communicate the results of data analysis in written and verbal forms to internal clients
- Train internal clients on how to view the reports and gather insights
- Regularly examine data reports and locate and resolve mistakes throughout
- Maintain database and perform updates as necessary to ensure accuracy
- Support various groups in department, operations, quality assurance, training, workforce
Education & Experience Requirements
- One to three years of experience as a financial or business analyst
- High School Diploma/ GED (Degree a plus)
- Experience in contact centers or related fields is preferred
- Ability to articulate (verbal and written) instructions and convey directive action in an
- Analytical skills that allow for development of data-driven reports
- Demonstrate the ability to manage time and prioritize projects to meet deadlines
- Ability to use SQL and Microsoft excel to create pivot tables, graphs, and charts (Power BI is a
- Knowledge of how both CRM's and Case Management software works
- Knowledge and experience using Salesforce is highly preferred
- Tendency to pay close attention to small details that could impact results
- Excellent critical thinking skills to help solve business problems and make decisions
- Self-directed, and able to work independently in a fast-paced environment with a sense
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