Analytics Specialist

Churchill Downs Incorporated•Lexington, KY

About The Position

The TwinSpires Analytics Specialist measures, manages, and evaluates call center representative activities in coordination with Agent Supervisory and Operations Specialist staff. The role supports efficient contact center operations through quality assurance and technical support for AI agent modules. Duties include building scripts and reports, organizing and configuring CRM applications, and maintaining internal and external knowledge-support interfaces so representatives follow call center guidelines, company policies, and regulations. The Specialist also uses CRM applications to provide accurate reporting data to management, product, and executive teams. The role analyzes individual and group performance, monitors customer communications across phone, email, chat, and AI agent channels, and supplies trend data and actionable feedback to managers and internal support groups. It also helps design quality-monitoring formats and standards, evaluates training needs, delivers training and learning activities, and works with the CRM vendor to implement, refine, and monitor AI agents. The position requires customer confidentiality, clear communication, sound judgment, and the ability to meet priorities and deadlines in a fast-paced contact center environment.

Requirements

Three years of customer service experience.
Strong knowledge of customer care processes and techniques.
Exceptional listening and analytical skills.
Strong technical skills.
Intermediate to advanced knowledge of PC hardware and software, including Word and Excel.
Strong communication, writing, and interpersonal skills to establish and maintain interdepartmental relationships.
Ability to communicate clearly orally and in writing with customers, staff, peers, and managers.
Ability to maintain customer confidentiality.
Ability to analyze complex information, solve problems, manage resolutions and conflicts, and make timely decisions in unique situations.
Ability to manage time and priorities, meet commitments and deadlines, and work effectively both independently and as part of a team.
Ability to work effectively in a fast-paced environment with interruptions and changing priorities.
Willingness and availability to work flexible schedules when needed.
Reliable attendance and dependability.

Nice To Haves

A four-year degree; relevant work experience may be substituted.
Horse racing and/or pari-mutuel racing industry experience.

Responsibilities

Prepare administrative documentation, including training materials, processes and procedures, memos, instructions, and reports.
Analyze data and statistics related to individual and group performance.
Work continuously with the CRM vendor to implement, refine, and monitor AI agents, and proactively identify opportunities to improve player-facing AI touchpoints.
Use data reporting systems to develop contact center best practices and provide actionable data and feedback to internal support groups, team leaders, and managers.
Participate in designing call-monitoring formats and quality standards, updating them as needed based on trend analysis.
Monitor customer communications across phone, email, chat, and AI agent contacts as needed, and provide trend data to site management.
Use the quality-monitoring data management system to compile and track team and individual performance.
Use agent-monitoring data to assess training needs and develop programs to address gaps between expected and actual performance or communication.
Deliver training classes, continuing-learning projects, and follow-up quizzes to evaluate training effectiveness as needed.
Ensure the accuracy of agent-monitoring metrics across systems.
Take calls, chats, or emails as needed for emergencies, refresher training, or volume requirements.
Perform other duties as assigned by management.