Care/Operations Analyst

We are seeking a Care/Operations Analyst to join our team at UrbanStems. As a member of our team, you will be responsible for maintaining the system integrity of Customer Care data and generating reports for executives. Additionally, you will analyze customer experience and operational performance data, identify opportunities for improvement, and track key performance indicators. This role also involves collaborating with other functional leaders to improve performance and presenting data in a manner that supports informed decision-making. Advanced written and verbal English skills, as well as proficiency in Excel/Google Sheets and Tableau/Looker, are required for this position.

• Assist in the development and closely monitor the metrics to measure the growth and performance of the team, and provide reports as needed
• Analyze, evaluate, compile, publish, and report findings on data measuring customer experience and operational performance in the customer care environment
• Forecast the global contact center capacity needs and license counts for holidays
• Monitor key metrics within customer care, identify opportunities to improve performance, and prevent performance degradation
• Provide post-mortems and root cause analyses when service levels are missed
• Work with other functional leaders to understand their key business metrics and improve our performance against those measures via customer care
• Partner with leadership and team members to ensure data is presented in a manner that is understandable and provides a basis for informed decision-making
• Highlight trends and patterns from customer inquiries, use findings to project the business impact of proposed changes to aid customers, such as more effective self-help on our website or improved product design
• Take part in longer-term projects based on the needs of the business and your personal interests

• Advanced written and verbal English
• Advanced Excel/Google Sheets, Tableau/Looker, or similar

• Collaborative and open working environment
• Ample opportunity to grow and learn
• Competitive salary and benefits
• Opportunity to work with well-known brand partnerships
• Hybrid position with office located in Bogotá, Colombia
• Commitment to diversity, equity, and inclusion
• Equal opportunity employer