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Ops Effectiveness Analyst II

Date posted 10/06/2019 Requisition Number: 249391BR Location: United States - Texas - Austin Area of Interest: Customer Operations Position Type: Full Time
JOB SUMMARY

The Operational Effectiveness Analyst II typically spends 85% of their time listening to and analyzing calls for the Residential, Small/Medium Business, Mobile and Sales lines of business to support targeted call analysis and develop presentations to convey these findings. The Level II Analyst will analyze patterns, identify, and align insights with speech studies while documenting findings, insights, and trends. the Level II Analyst will also utilize speech analytics to identify and download calls for targeted purposes such as operational effectiveness, customer effort, legal, risk, or quality control. The analysis will be used to identify the issues, recommendations for resolution, and associated cost and benefit.

MAJOR DUTIES AND RESPONSIBILITIES

Gathers data and assist with the development of in depth case studies on strategic business topics that directly relate to customer experience, risk management, operational efficiency and coaching routines.

Performs depth studies that will span across voice and web channels as they relate to the contact center.

Makes recommendations based on data for process improvement and strategic business decision making.

Delivers on project commitments and assists team members to ensure timely project completion.

Understands policies, procedures, and practices for analysis of business performance and impact.

Develops communication documentation to support deployment of reporting and application solutions to end users.

Performs other duties as assigned.

REQUIRED QUALIFICATIONS
Skills / Abilities and Knowledge
  • Ability to read, write, speak and understand English
  • Working knowledge of cable television operations, processes and billing systems
  • Experience w/ PowerPoint, Excel and Word
  • Demonstrated ability to analyze information and arrive at a root cause
  • Excellent interpersonal skills and ability to present performance feedback effectively
  • Excellent presentation skills with small- to medium-sized groups
  • Strong analytical ability
  • Ability to work independently
Education
  • Bachelor’s degree in Information Technology or business related field, or equivalent experience
Related Work Experience
  • 3 years of Data Analysis Experience
  • 3 years of Call Center Experience
  • 3 years of Reporting Systems Experience

PREFERRED QUALIFICATIONS
Skills/Abilities and Knowledge
  • Project Management
  • Speech Analytics Platform
WORKING CONDITIONS
  • Office environment

The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.

FCC Unit: 13551 Business Unit: Customer Operations Apply Later

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  • Customer Operations, Austin, Texas, United StatesRemove