RRemoteville

How Remoteville checks and expires listings

WM logoWM

Customer Experience Analyst- Operations

Skills
Analytical SkillsAnalyticsBusiness ProcessContact CentersCustomer ExperienceCustomer ServiceCustomer Support
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • Bachelor's Degree or High School Diploma/GED with 4 years of relevant experience
  • 3 years of Customer Service/Call Center work experience
  • Call center or customer service experience
  • Supervisory/management skills
  • Knowledge of customer satisfaction drivers and strategic planning
  • Organization skills
  • Analytical skills
  • Prioritization skills
  • Time management skills
  • Multi-tasking skills
  • High level of analytical ability
  • Interpersonal skills
  • Problem-solving skills
  • Conflict resolution skills
  • Self-starter
  • Team collaboration abilities
  • Facilitative Leadership Skills
  • Experience leading projects
  • Strong business process understanding
  • Effective communicator
  • Ability to influence others
  • Proficiency in Excel (e.g., pivot tables, VLOOKUP, INDEX/MATCH, data visualization)
  • Experience with SQL for querying and analyzing large datasets
  • Knowledge of Snowflake or other data warehouses
  • Familiarity with Power BI or other business intelligence tools
  • Technical documentation skills
  • Ability to document processes, workflows, and findings clearly
  • Understanding of tools like Lucidchart for process mapping

Day to day

  • The Customer Experience Operations Analyst oversees the reporting and analytics for the Call Center.
  • They drive continual improvements and efficiencies to achieve superior customer service.
  • They develop and manage scorecards, agent scheduling, and knowledge management tools.
  • They analyze performance to identify improvement opportunities.
  • They support the Customer Experience Area Manager and Service Manager.
  • They implement process improvements, including creating SQL queries for gap analysis.
  • They establish and enforce supervisory routines.

Hiring process

  • Click “Apply”