Business Operations Analyst
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About The Position
The Business Operations Analyst plays a pivotal role in transforming data into strategies that enhance customer retention. Partnering with stakeholders on the Customer Retention team and across the organization, you will uncover insights, develop predictive models, and deliver actionable and data-driven recommendations that provide a measurable impact in delivering an exceptional customer experience. In addition to the valuable insights gained directly from our customers through surveys on how to improve customer experience, you will take ownership of maintaining and enhancing our text analytics tools which reveal critical opportunities for improvement and highlight what we’re doing well. You will also support our partnership with Qualtrics, a key platform for gathering and analyzing customer feedback. Position Overview: Facilitates the analysis of customer and transactional data to support and enhance customer retention strategies and tactics. Builds and maintains reports and scorecards to track and analyze key performance indicators and other metrics on scheduled and ad hoc bases. Prepares presentations to management. Monitors and evaluates the quality of customer interactions both recorded and written. Documents quality issues and performance measures for management review. Provides information to assist with the feedback and formal education process of associates on the phone.
