Senior Customer Care Reporting & Insights Analyst - Remoto en Petco

General Summary:     

Responsible for analysis, synthesis, and reporting of all customer contact points (e.g., telephone calls, e-mail, online chats, text messages, interactive voice response (IVR), social media interactions, etc.) and related Voice of the Customer (VoC) insights. This role’s primary objective is to make it easier for the Customer Care team to use operational data and customer feedback to understand the root cause of operational and customer experience problems and take action. This includes synthesizing multiple data sources into clear and intuitive reports and dashboards that help business owners make better decisions. Beyond creating great reporting, this role will also independently perform ad-hoc analysis and financial modeling that helps the team identify important trends and communicate key customer insights to stakeholders across the enterprise. Models the financial impact of important decisions and partners with Finance to build our annual financial plan. Finally, independently identifies, generates, and shares their own insights and recommendations for how we improve the operation and customer experience.

 

 

Principle Duties and Responsibilities:

1.      Analyzes and manages reporting requirements for all contact center operations to support tactical and strategic decisions. Activities include: (a) identifying, combining and manipulating data from internal (e.g., customer contact software, Snowflake, Salesforce, etc.) and external sources (e.g., automated call dialer or ACD, survey feedback, etc.) to analyze and report on call volume trends, customer feedback and other KPIs (key performance indicators) using SQL programming, advanced Excel features, etc.; (b) developing reports on contact center performance such as contact volumes and patterns, service levels, abandon rates, case creation, complaints; and (c) working with 3rd party vendors to validate assumptions and data provided to Petco.

2.      Leveraging data sources from both Customer Care and across the company, this role designs, builds, and maintains self-serve reports and dashboards (using Snowflake, Salesforce, Amazon Connect, Looker, and other tools) focused on specific roles and meetings. These will help our team make better, faster decisions to reduce costs and increase customer satisfaction.

3.      Develops Customer Care’s financial budget and forecasting processes in service of monthly forecasts and accruals, and annual planning. Activities include:  (a) working with 3rd party workforce management team to validate workforce management assumptions; (b) developing short- and long-term forecasts; and (c) creating budgets.

4.      Effectively sets and manages their own priorities, with limited instruction, to maximize the impact their work has on the team and ultimately customers. Exercises independent judgment in selecting methods and techniques for obtaining solutions. Regularly identifies problems and opportunities to improve the business through independent analysis and a deep understanding of the business. Measures their success in terms of the broader team’s success (i.e. how their work enables others).

5.      Regularly anticipates problems and recognizes when to deviate from standard practices. Can develop solutions to complex problems. Proactively manages multiple senior stakeholders with competing requests.

6.      Is sought out by others as the recognized subject matter expert around the Customer Care business and the data and insights that our business generates. Supports other analysts with less experience.

7.      Prepares and communicates results and recommendations to all levels of management. Activities include developing graphs, spreadsheets, reports, scorecards and PowerPoint presentations.

8.      Conducts cost-benefit and other analyses to recommend operational strategies and plans.

 

Minimum Qualifications:

a)      Bachelor’s degree, 5-8 years of experience with forecasting and financial modeling, SQL programming, and contact center software (or similar), 3 years of experience working in a contact center environment (or similar), or an equivalent combination of education, experience and/or training.

 

Disclaimer:

The above information on this description has been designed to indicate the general nature and level of work performed by employees assigned to this job (within this classification).  It is not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required for employees assigned to this job.