Sr Analyst - Partner Performance & Business Insights (Remote)
About The Position
This position leads reporting, analytics, and performance insights across vendor operations, serving as the source of truth for KPIs and performance trends. The role involves building and managing dashboards, analyzing performance across vendors, channels, and workflows, and transforming data into actionable recommendations to enhance customer experience, vendor accountability, workforce planning, and operational execution. The Sr Analyst will also support vendor business reviews, operations reviews, executive readouts, and partner performance discussions. They will collaborate with various departments such as Operations, Quality, Training, Workforce, Finance, and Digital Transformation, as well as BPO partners, to align insights with actions and improve operational outcomes. A key responsibility is validating reporting accuracy, data sources, partner files, KPI definitions, and dashboard outputs to ensure a reliable single source of truth. The role also supports workforce and partner delivery analysis by connecting various operational metrics to readiness and performance decisions, and translates customer satisfaction data into operational insights and improvement opportunities. Additionally, the position will support ad hoc data requests, audit support, queue reviews, complaint analysis, and special projects. The analyst will also assist with documenting reporting roadmaps and participate in knowledge transfer and technical troubleshooting.
Requirements
- 5+ years of experience in business analytics, contact center reporting, operations analytics, vendor operations, workforce analytics, customer experience analytics, or a related role.
- Experience building dashboards, scorecards, reporting packages, or executive business reviews.
- Strong Excel and data-analysis skills with demonstrated ability to interpret data, identify trends, validate assumptions, and make recommendations.
- Experience working with operational KPIs such as SLA, AHT, abandon rate, CSAT, FCR, repeat contact, transfer rate, queue health, productivity, and complaint trends.
- Strong analytical thinking with the ability to identify trends, root causes, anomalies, data gaps, and performance risks.
- Ability to translate complex operational data into clear business narratives, executive summaries, and actionable recommendations.
- Strong communication and presentation skills with the ability to engage operational, technical, vendor, and executive audiences.
- Ability to manage multiple priorities, reporting requests, dependencies, and deadlines in a fast-moving operational environment.
- Demonstrated ownership, accountability, curiosity, and proactive communication when gaps, blockers, or risks exist.
- Ability to partner cross-functionally with Operations, Workforce, Quality, Training, Finance, Digital Transformation, analytics teams, and BPO partners.
- Comfort working in ambiguity while building structure, standards, reporting routines, and repeatable processes.
Nice To Haves
- Contact center, airline, travel, hospitality, customer care operations, BPO, or vendor partner operations experience.
- Power BI, Databricks, SQL, dashboard development, business intelligence, workforce planning, capacity reporting, data governance, or source validation experience.
- Experience supporting executive reporting, QBRs, MBRs, vendor business reviews, or customer experience improvement plans.
- Working knowledge of Power BI, Databricks, SQL, dashboard governance, data integrity validation, and contact center operational reporting.
Responsibilities
- Build, maintain, and evolve Power BI dashboards, executive scorecards, and performance reporting for Customer Care vendor operations.
- Analyze KPIs across vendors, channels, queues, sites, workflows, and lines of business to identify trends, root causes, risks, and performance gaps.
- Deliver clear business insights, data-driven narratives, and actionable recommendations to Customer Care leadership and operational partners.
- Support vendor business reviews, Monday Operations reviews, executive readouts, and partner performance discussions with consolidated reporting and performance insights.
- Partner with Operations, Quality, Training, Workforce, Finance, Digital Transformation, and BPO partners to align insights to action and improve operational outcomes.
- Validate reporting accuracy, data sources, partner files, KPI definitions, and dashboard outputs to maintain a reliable single source of truth.
- Support workforce and partner delivery analysis by connecting volume, SLA, ASA, AHT, abandon rate, queue health, capacity, and staffing trends to readiness and performance decisions.
- Translate CSAT, FCR, repeat contact, complaint, DOT, and customer sentiment data into operational insights and improvement opportunities.
- Support ad hoc operational data pulls, analysis requests, audit support, queue reviews, complaint analysis, and special projects aligned to Customer Care priorities.
- Assist with documentation of reporting roadmaps, owners, timelines, dependencies, risks, and mitigation plans.
- Participate in knowledge transfer, dashboard development alignment, and technical troubleshooting with analytics, reporting, and operational partners as needed.
- Perform other duties as assigned.
Benefits
- Medical, dental and vision coverage
- 401(k) retirement savings options
- Paid holidays, vacation time and sick time
- Travel privileges on Frontier Airlines and participating partner airlines, based on current program rules and availability
- Buddy passes, based on eligibility and program rules
- Travel-related discounts and employee discounts on select products, services and vendors
- Employee support programs and resources, including the HOPE League, Frontier Airlines’ nonprofit organization
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
