Business Analyst

New
  • Location
    Mountain View, California
  • Job type
    Contract/Temporary
  • Salary
    $ 40 - $ 45 / Hour
  • Category
    Information Technology - Business Analyst

Customer Support Business Analyst

Pay: $40-$45/hr

Location: Mountain View, CA

Description

The primary objective of the analytics team is to provide insights and metrics reporting/tracking for CS operation. The ideal candidate will have 2 to 5 years of relevant analytics experience. The successful candidate will partner with the Program Manager to provide deep visibility into the operation by evolving and further defining the reporting and analytics strategy for Customer Support operations. The completion of analyses will include effective packaging and communication of results across the organization; partnering with CS, Market, Product, and Vendor managers to ensure the voice of the customer is understood; and the identification of processes and standards that will efficiently and effectively influence the customer experience.

 

To be successful in this role, you must have excellent analytical skills (breaking problems down to smaller ones), be able to clearly articulate and discuss complex quantitative concepts, and be proactive in an ambiguous, fast-paced environment.

 

Responsibilities

 

Metric definition/reporting

  • Gain a deep understanding of the Customer Service operation in order to interpret and analyze customer contact data

  • Provide deep visibility into customer experience key performance indicators and production results

  • Provide accurate, timely, and detailed reports on a daily, weekly, monthly, quarterly, and ad-hoc basis.  The ability to prioritize reports is critical

  • Evaluates processes, policies, changes/roll-outs to establish performance baselines and/or predict impact on broader operational metrics (e.g. customer satisfaction, agent handle time, costs)

  • Partner with CS to help prioritize improvement opportunities via the established launch and process

  • Manage Customer Support data pipeline and diagnose/fix issues

  • Improve efficiency by designing and developing technical solutions to replace repeated manual work

 

Customer Support analytics/insights

  • Develop transparency around improvement opportunities by providing qualitative and quantitative analysis to identify key trends in CS contacts

  • Design and implement solutions to facilitate communication of findings with cross-functional partners

  • Generate impactful data visualization and commentary on customer support trends

  • Create scenario/sizing models to drive key business decision making

  • Handle other CS responsibilities as needed to support 

 

Qualifications

  • BA/BS degree in a quantitative field (e.g. Engineering, Mathematics, Computer Science, Operations Research, Quantitative Economics)

  • 2-5 years of work experience in a highly analytical role required

    • Prior consulting experience a plus

    • SQL experience a plus

    • Operations analytics experience a plus

  • Expert level experience with Google Sheets and/or Excel required

    • SQL experience is prefered

  • Strong written, verbal, and presentation skills required

  • Demonstrated analytical and problem structuring skills

  • High degree of familiarity in applying technical solutions to address business challenges

  • Ability to self-start and self-direct work in an unstructured and fast-paced environment; comfort dealing with ambiguity

  • Strong attention to detail

Equal Opportunity Employer Minorities/Women/Veterans/Disabled



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Reference number US_EN_99_022211_11809684