Job Location: San Francisco, CA
Our customer’s mission is to give people the power to build community and bring the world closer together. Through their family of apps and services, they are building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together.
We are seeking a Data Analyst – Client Experience on a contract basis to join our customer’s Central Business Planning and Operations (BP&O) Small Business Group team . The mission of this team is to ensure they deliver holistic and impactful customer experiences, ensuring small businesses globally maximize their growth potential when engaging with our programs.
The ideal candidate will be as comfortable working with data and logic as well as having a client centric lens providing the business with focused insights on our client experience and journey. You will require a high level of empathy for small business owners, understanding of sales structure and a keen eye for identifying process and workflow improvement opportunities.
**This role will be remote while COVID restrictions are in place. The expectation is to be on-site at our customer’s San Francisco or Menlo Park, CA office once it is determined safe to do so.**
What You’ll Do:
Understand data and deliver holistic insights utilizing operational data such as: AHT; pitch-rates and action-rates (revenue).
Understand how to map these signals to Voice of the Customer data and Quality Assurance data to identify, through root-cause analysis, the agent behavioral levers driving operational performance across multiple programs, regions markets and verticals.
Leverage and unify multiple customer listening posts (surveys, customer verbatim, focus groups, social media, etc.) to create a more reliable and sensitive customer feedback signal.
Develop and assess customer experience through direct contact interactions and trend analysis, ensuring strong reporting capability on contact centre agent performance, understanding and communicating the narrative to internal and external stakeholders through a robust set of metrics, data visualization and presentation.
Coordinate with outsourced vendor partners (as required) to share insights, identify focus areas, and agree on actions.
Create specific recommendations and action plans to drive product, people and process improvement strategy across multiple customer touch points and work with cross-functional partners to identify and implement optimal solutions.
Create detailed project plans and clear communication strategies to drive effective change.
Must-Haves:
4+ years of relevant experience in business operations, sales excellence, process redesign, a consulting role, quality assurance or customer experience.
2-4 years of experience required.
Experience with SQL, tableau, data analysis & visualization tools.
Strong operational background and project management skills with experience running strategic projects with cross-functional teams.
Fluency in English, both oral and written.
Excellent business acumen, passion for solving problems, and strong analytical skills.
Self-motivated, entrepreneurial, and dealing with ambiguity.
A love for change and an ability to ruthlessly prioritize in a fast-paced environment.
Strong desire to collaborate, share, drive best practices cross-functionally and globally.
Innovative and creative in finding solutions/ designing improved methods, systems and processes.
Attention to detail and ability to deep dive, identify root causes of variances; further execute solutions once identified.
The ability to thrive in a dynamic and changing environment; and a passion for helping others achieve results.
Able to demonstrate high levels of enthusiasm, motivation and dedication.
Ability to manage communication and relations with multiple stakeholders both internal and external, including teams from Sales, Quality Assurance, Training and our outsourcing partners.
Passionate about delivering superior customer experience, a person who thinks and acts globally but understands the importance of market nuance and a desire to serve our small businesses.
Education:
Bachelor’s Degree is preferred.
Hours & Location:
M-F, 40 hours/week. This role will be remote while COVID restrictions are in place. The expectation is to be on-site at our customer’s San Francisco or Menlo Park, CA office once it is determined safe to do so.
All applicants applying for U.S. job openings must be legally authorized to work in the United States and are required to have US residency at the time of application.
Perks are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements)
Health Benefits: Medical, Dental, Vision, 401k, FSA, Commuter Benefit Program
Accrued PTO: Up to 15 days per 12 months on assignment
New Child Benefit: Up to $4,000 for the birth or adoption of a child while on assignment (conditions apply)
Please note: In order to create a safe, productive work environment, our client is requiring all contractors to be fully vaccinated according to the CDC guidelines (please inform your employer if you need a medical or religious exemption). Prior to onboarding, contractors will be required to attest that they are fully vaccinated. Boosters are required to be received by March 28, 2022, or six months after receiving the final dose of the original vaccination series, whichever is later. The expected Return to Office date is July 2022
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