Customer Relations Analyst - Reporting

Denver Water • Denver, CO

1d

About The Position

Develop, maintain, and analyze performance reports, scheduling, and data for operational decision making for Customer Relations. Monitor and report on intraday activities of contact center agents across a variety of channels, including, phone, email, and chat. The following disciplines fall under this job description: Reporting Analyst - Research and analyze large data sets to assist with determining actionable insights to assist management in making decisions to resolve/improve customer satisfaction and perform research on root cause analysis and effectively present findings. Make staffing and capacity planning recommendations based on analysis.

Requirements

• High School Diploma or GED.
• Minimum 2 years of related work experience.
• Any equivalent combination of certifications, education, or experience that provides the required skills, knowledge and abilities for the position.
• Advanced proficiency in Microsoft Excel.

Nice To Haves

• Experience with Power BI or other data visualization platforms preferred.

Responsibilities

• Collaborate with supervisors and managers by delivering data-driven reporting and analysis to support workforce scheduling, capacity planning, and operational performance tracking.
• Create a variety of reports for leadership and operations, including work volume forecasting, service levels, employee performance scorecards, and customer satisfaction surveys, for use within the section and division.
• Create and regularly review reporting needs including performance, forecasting, capacity planning, and workforce management. Meet reporting deadlines and auditing goals.
• Collaborate with leadership to obtain information on section training, quality, and capacity planning needs.
• Assist, collaborate, and provide support to training including updating work procedures, and may assist with new hire and refresher training.
• Assist, collaborate, and provide support to Workforce Management (WFM) in updating queue structures, analyzing contact patterns, and supplying data needed to ensure Customer Relations is appropriately staffed for customer interactions across all channels.
• Perform related work as required.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees