Analyst, Customer Department

1-800 Contacts•Draper, UT

2d•Hybrid

About The Position

In this role, the Analyst will leverage strong analytical, financial, and communication skills to deliver actionable insights on departmental performance to leadership. This position carries high-stakes responsibility for leading the department’s financial planning, building Long-Range Plans (LRPs), and managing operational P&Ls. The new Analyst will provide actionable analytics across all four channels—Inbound Phone, Outbound Phone, Digital Channels (Chat, MMS, Email), and Prescription Verification—serving as a vital bridge between complex channel data, financial strategy, and executive decision-making.

Requirements

A strong background in Operations Analytics, Business Planning, or Operational Finance, with a proven ability to connect daily operational metrics to financial outcomes.
Solid experience in business planning, including building operational forecasts, developing Long-Range Plans (LRPs), and interpreting/managing department-level P&Ls.
Strong cross-functional partnership skills, with the fluency and confidence to partner directly with our corporate finance team and converse seamlessly with financial professionals.
Advanced, high-level Microsoft Excel proficiency with deep knowledge of building sophisticated operational models, manipulating large datasets, and optimizing complex spreadsheet workflows.
Superb analytical skills with a sharp focus on operational efficiency, budget analysis, and cost drivers.
Exceptional communication, presentation skills, and strong professional presence. You must be comfortable presenting high-stakes data to executive stakeholders and confidently navigating discussions or pushback.
Prior analytical experience mapping performance data, contact center metrics, or compensation/incentive structures.
Ability to manage projects and prioritize multiple fast-moving tasks independently.
Self-motivated and able to work independently to solve complex data puzzles in a dynamic environment.
The desire to be an integral member of a small team that provides essential operational support to our Omnichannel Contact Center and Prescription Verification leaders.

Nice To Haves

Familiarity or experience with SQL and Databricks is a bonus but not required.

Responsibilities

Be an integral part of a small team that analyzes inbound phone, outbound phone, digital communication trends (chat, MMS, email), and prescription verification metrics.
Lead departmental financial planning and forecasting, driving the creation of annual budgets, quarterly forecasts, and multiyear Long-Range Plans (LRPs) for the Customer Department.
Analyze Key Performance Indicators (KPIs) across all channels (e.g., service levels, handle times, abandonment rates, NPS scores) to connect operational performance directly to financial outcomes.
Build, manage, and analyze operational P&Ls at both a holistic Customer Department level and across individual channel departments to track cost alignment and efficiency.
Present financial forecasts, operational findings, and performance metrics to executive leadership on a regular, recurring cadence, confidently defending model assumptions and handling direct Q&A.
Manage budget vs. actuals tracking across the department to identify cost-alignment opportunities and support strategic decision making.
Evaluate compensation structures and model incentive pay programs, analyzing their impact on employee performance, retention, and the overall department budget.
Provide dedicated analytical and financial support to customer department leadership, delivering actionable insights to guide strategic direction across all communication channels.
Be an analytical bridge between front-line customer service, the prescription verification department, finance, and executive leadership.
Build, maintain, and optimize complex financial and operational models, data trackers, and recurring performance reports using advanced Microsoft Excel functionality.