Ops Effectiveness Analyst II

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Full Time Austin, Texas Posted 05/13/2022 Business unit: Customer Operations Areas of interest: Customer Operations, Operations Support, Research/Analysis Requisition Number: 303801BR-2 CQA322

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
Actively and consistently support all efforts to simplify and enhance the customer experience.

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
Required 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
Effective interpersonal skills and ability to present performance feedback effectively
Effective presentation skills with small- to medium-sized groups
Demonstrated analytical ability
Ability to work independently

Required Education
Bachelor’s degree in Information Technology or business related field, or equivalent experience

Required Related Work Experience and Number of Years
3 Years - Data Analysis Experience
3 Years - Call Center Experience
3 Years - Reporting Systems Experience

PREFERRED QUALIFICATIONS
Preferred Skills/Abilities and Knowledge
Project Management
Speech Analytics Platform

WORKING CONDITIONS
Office environment

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