Customer Service Operations Data Analyst

Job Number: 7197

External Description:

Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.

About This Role:

The Customer Service Operations Data Analyst will analyze structured and unstructured data (e.g. contact records, Voice of customer data, QA, WFM) and communicate insights to help stakeholders solve business problems, identify trends, make strategic data-driven business decisions and create new value from the rich contact center insights available.

This individual will be accountable for core workforce management functions, including trend analysis, staff and hiring planning, employee scheduling, and real-time management of work queues to best achieve established service level, average speed of answer, and schedule adherence goals. They will be responsible to monitor the current call volume and staffing levels and maintaining appropriate phone and back-office coverage during peak call times, breaks, and lunches by managing the CS multi-site schedules.

Locations: Syracuse, NY or Lewisburg, TN

Job Description:

• Real-time monitoring of all queues, ensuring the correct number of contact center agents are scheduled and available at the right times to answer the forecasted volume of incoming calls, chats, web forms, and emails. 

• Run reports from multiple systems (Five9, Salesforce, Excel) and packages them to share with other key business owners to make critical business decisions on a daily, weekly, and/or monthly basis. 

• Accountable for monitoring critical business operations and performance indicators in real-time to help make important decisions.

• Determining and communicating all work schedules for customer-facing team members.

• Building schedules in Five9 and maintaining them on a daily basis.

• Manage vacation requests, attendance, skill changes, and real time efficiency.

• Generate reports for the management team (daily, weekly, monthly) and help identify trends to promote decision making.

• Conduct trend analysis to anticipate and recommend day-to-day changes.

• Collects and prepares data from numerous data sources for analysis

• Interprets customer data and internal data sets, analyzes results using statistical techniques, and draws actionable insights, paying particular attention to trends and patterns that could be valuable for diagnostic and predictive analytics efforts

• Incorporates advanced analytics to develop customer and business insights

• Provides teams and stakeholders with actionable insights and analysis reports based on data to support decision making efforts.

• Prepares reports for executive leadership that effectively communicate trends, patterns, and predictions using relevant data.

• Technical Competencies:

  • Drive for Results

  • Decision Quality

  • Functional/Technical Skills View

  • Peer Relationships

Required Qualifications:

• High school diploma OR GED

• 1+ years of experience in a customer facing role

• 1+ years experience in analyzing data

• 1+ years of experience with call center/workforce management systems

• 1+ years of experience with Salesforce or similar CRM applications

Preferred Qualifications:

• Bachelors Degree

• Five9 or similar WFM applications experience

• PowerBi experience

• Team player, collaborative, adaptive

• Ability to support users serving multiple types of customers (distributors, dealers, consumers, employees)

• Experience with data mining

• Experience with designing reports and dashboards

• Excellent problem solving skills

• Clear communication skills and the ability to present complex information

• Ability to identify and convey information using data

RSRCAR

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Job Number: 30170898

Community / Marketing Title: Customer Service Operations Data Analyst

Location_formattedLocationLong: New York, US