Ops Effectiveness Analyst III

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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: 306022BR-2 CQA323
The Operational Effectiveness Analyst III will serve as lead in the data compilation and analysis of customer experience across the call centers through targeted call listening. They will gather 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. The primary focus of in depth studies will span across voice and web channels as they relate to the contact center. Studies will include analysis and recommendation of team member development, process enhancements or development, and/or technology enhancement recommendations that will positively impact the experience of our customer as it relates to the focus of the study.

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

The Operational Effectiveness Analyst III will define data requirements, develop data gathering questionnaires, calibrate call data collection definitions and analyze results in order to answer questions asked by the business. Utilize PowerPoint, Excel and Word, to present of findings.

Analyze patterns, identify, and align insights with speech studies while documenting findings, insights, and trends.

Utilizes speech analytics to identify and download calls for targeted purposes such as operational effectiveness, customer effort, legal, risk, or quality control.

Assist ongoing production and workflow improvement efforts, report any production issues, manage small projects, and/or small segments of larger projects.

Analyze business processes, functions, and procedures to determine most effective business systems software to meet the needs of the organization. Collect, organize, analyze and disseminate significant amounts of information with attention to detail and accuracy. Communicate confidentially and professionally with both technical and non-technical audiences.

Demonstrate strong leadership skills and develop junior teammates. Work independently with limited direction.

Establish specifications and objectives based on business requirements and cost effectiveness; provide recommendations to management personnel.

Analyze business partner’s operations to understand strengths and weaknesses in order to determine opportunities to automate processes and functions.

Together with the LOB Client Success Manager, gather, refine and validate complex business requirements, interdependencies and potential risks or issues.

Collaborate with management in systems development and design.

Perform other duties as assigned.

Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to recommended, create, and recognize quality and performance measures
Knowledge of statistics and experience using statistical packages for analyzing datasets (Excel, SPSS, SAS, etc.)
Demonstrated ability to analyze and arrive at root cause
Working knowledge of cable television operations, processes and billing systems
Effective interpersonal skills and ability to present performance feedback effectively
Effective presentation skills with small- to medium-sized groups
Knowledge of procedural documentation and project implementation
Experience training supervisors in a call center environment
Demonstrated analytical ability
Ability to work independently
Demonstrated leadership skills
Experience developing junior teammates

Required Education
Bachelor’s degree in business administration, computer science or related field

Required Related Work Experience and Number of Years
Data Analysis Experience - 5
Call Center Experience - 5
Reporting Systems Experience - 5

Preferred Skills/Abilities and Knowledge
Demonstrated project management and leadership abilities

Normal office conditions CQA323 306022-2 306022BR

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