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The Customer Support Performance Analytics Analyst is an auditing, reporting and analytics function that reports into the Customer Support Workforce Planning and Analysis (WPA) department conducting analysis and research of individual Customer Support crewmembers performance. The Analyst assumes all research necessary to provide insight and sound recommendations to Customer Support Leadership to drive performance improvements across the Customer Support organization. The Analyst role will partner with Customer Support Leadership to provide automated reporting dashboards and ad hoc reporting used to coach, performance manage and administer reward and recognition programs for Customer Support frontline crewmembers. The Analyst role will collect, interpret and display data to identify trends, develop business insights and help Customer Support optimize processes, reduce costs and take actionable steps to improve Customer Support frontline crewmember performance.
