Data Analyst, CX Operations Insights
hace 2 meses
Job Title: Sr Analyst, Global Analytic Insights
**Job Summary:**
We are seeking a highly analytical and detail-oriented Sr Analyst, Global Analytic Insights to join our team at Pk Global. As a key member of our operational performance analytics team, you will be responsible for delivering insightful analysis of call center performance and customer satisfaction data to support operational improvement initiatives.
**Key Responsibilities:**
- Review customer satisfaction and operational metric results on a daily/weekly/monthly basis to identify trends in performance
- Analyze qualitative and quantitative data to identify performance improvement opportunities
- Determine areas for focus and conduct analyses to understand the drivers of performance gaps
- Coordinate with statisticians to develop key driver analysis and statistical linkages
- Support relationship-building with peers in Operations to understand current operational processes and identify possible gaps
- Facilitate and conduct root cause analysis to determine the underlying drivers behind performance gaps
- Facilitate action planning sessions with Call Center Operations or other stakeholders
- Develop documentation of key insights, solution recommendations, and action plan results
**Requirements:**
- Bachelor's degree in a related field from a four-year college or university
- Two to four years related experience preferred
- Strong attention to detail and sense of professionalism
- Strong communication skills, both written and verbal
- Ability to work in an emerging and rapidly changing environment
**Career Level Description:**
This role requires knowledge and experience in the field of operational performance analytics. The successful candidate will have a strong understanding of data analysis and statistical techniques, as well as excellent communication and interpersonal skills.
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