Full TimeUnited States - Ohio - ColumbusPosted 03/25/2021Areas of interest: Customer Operations, Operations Support, Research/AnalysisRequisition Number: 278113BRBGN339
JOB SUMMARY The Reporting Analyst is responsible for gathering data from various systems and sources to perform financial analysis, trending, forecasting and business impact analysis. Reviews data for enterprise-wide Customer Care operations, programs and initiatives that support and enhance the company’s commitment to customer satisfaction and revenue growth. Works independently with minimal supervision. MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.
Perform analysis, trending and communication of key performance indicators and business initiatives.
Monitor and review reports and records of activities to ensure objectives are accomplished; recommend changes in methodology as required to attain business objectives.
Make recommendations based on data for process improvement and strategic business decision-making.
Create company-wide benchmark reports and interpret results in order to improve overall operations.
Create reports and data-driven presentations with impact. Identify trends and occurrences in data and translate findings into various mediums, including text, charts, graphs, displays and tables.
Investigate and perform root cause analysis of complex nature.
Compile executive-level reporting as required.
Communicate with various call centers and cross-functional departments.
Perform other duties as assigned REQUIRED QUALIFICATIONS Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to use personal computer and software applications such as Microsoft Office Suite, Visio, etc.
Ability to analyze key performance indicators/metrics
Ability to manage multiple projects
Ability to prioritize and organize effectively PREFERRED QUALIFICATIONS Skills/Abilities and Knowledge
Knowledge of call center metrics and key performance indicators
Knowledge of cable industry
Analyst experience in a Call Center, Vendor Management environment
Experience with ICOMS and/or CSG systems Education Bachelor’s degree in Business, Statistics, Math, Economics or related field; or equivalent experience Related Work Experience
3 years experience in financial and/or market research analysis and forecasting
Experience providing guidance and support to lower level staff WORKING CONDITIONS
Normal office conditions
For more information on Spectrum’s benefits, please click here.
The health and safety of our employees and candidates is very important to us. Spectrum has adopted virtual mobile recruiting tools that allow us to continue meeting new candidates. We look forward to “virtually” meeting you.
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.