Make your next big career move by applying as KMC Solutions’ next REPORTS ANALYST
Zenni is hiring for a Sr. Customer Service Reports Analyst. The ideal candidate is intellectually curious, data-driven, technical, and business oriented. They will become an expert in our full suite of customer analytics, conduct in depth analysis into contact center metrics, create dashboards for self-servicing KPIs, and build production-grade data models to serve as the foundation for customer analytics. Reporting to the Manager, Voice-of-Customer, the Reports Analyst will partner across the global Customer Service organization and partner with Zenni’s Data Engineering team.
On top of your salary, here are the exciting benefits you can look forward to:
- Healthcare
- Generous PTO
- 13th Month Pay
- Monthly De Minimis
- Annual Zenni Gift Card - to use towards our products
The main responsibilities of a REPORTS ANALYST include:
- Analyze data and metrics on Customer Service team operations and performance
- Regularly report to internal Zenni stakeholders of all levels
- Identify trends to optimize performance
- Build, own, and maintain a system of data models, transforming raw data into aggregated tables that feed into dashboards and ad hoc investigations
- Design metrics and production dashboards using data visualization tools to create visibility into customer service health
- Maintain and iterate on your dashboards to continue to drive increased value through additional business insights
- Monitor business health and deep-dive trends to surface actionable insights and recommendations and then measure results once plans are implemented
- Identify service anomalies based on user interaction patterns to minimize the occurrence of customer complaints
- Interface with cross-functional stakeholders to partner on data-informed strategic decision-making
To apply, you must be an expert on the following requirements:
- Bachelor's degree with a background in Math, Economics, Statistics, or other quantitative fields
- 2+ years of experience in Data Analytics
- Experience with a data visualization tool (e.g. Looker)
- Excellent verbal and written English communication skills
- Strong problem-solving skills and the ability to propose innovative solutions
- Effective project management skills with the ability to prioritize and manage multiple tasks
- Extensive SQL Skills
- Knowledge of CRM and CCaaS systems and their integration with business processes
- Analytical thinking with a focus on translating data insights into actionable strategies
This role has been closed
Applications are no longer being accepted for this position.