Remote Customer Experience Analyst- Operations Job in United States WM

Who you are

• 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

What the job involves

• 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.

Application process

• Click “Apply”