We’re looking for a Data Analyst to support the Customer Service team by managing data, conducting analysis, and delivering actionable insights to stakeholders. This role will help the team monitor performance, improve operational efficiency, and support business decision-making through accurate reporting, dashboard development, and forecasting support.
Requirements
- Analyze customer service and operational data to identify trends, issues, and improvement opportunities
- Manage and validate data to ensure accuracy and reliability for reporting and analysis
- Build and maintain dashboards, reports, and monitoring tools for Customer Service performance
- Prepare daily, weekly, and monthly reports for stakeholders and management
- Support Workforce Management with capacity data, volume tracking, and forecasting analysis
- Conduct ad hoc analysis to support business reviews and decision-making
- Collaborate with Customer Service, Operations, Product, WFM, and other teams to address business needs through data
- Coordinate with other departments to gather required data for reporting and analysis
- Generate actionable insights and recommendations to improve operational performance and customer experience
- Monitor key CS metrics such as ticket volume, SLA, response time, resolution time, productivity, backlog, CSAT, and escalations
- Identify opportunities to improve reporting processes, data visibility, and operational efficiency
Benefits
- Generous Paid Time Off
- 401k Matching
- Retirement Plan
To apply for this job please visit jobs.workable.com.
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