Key Responsibilities

(VOC) Voice of the Customer BI Development

Design, develop, and implement a comprehensive Voice of the Customer (VoC) dashboard that consolidates feedback from key listening posts beyond customer tickets, including social platforms, review sites, and community forums.
Leverage these insights to identify customer sentiment, emerging trends, and recurring issues, helping shape data-driven initiatives that improve customer experience and operational performance.

Contact Center Business Intelligence

Build and enhance business intelligence (BI) solutions, including dashboards, scorecards, and automated reports to support data-driven decision-making across the organization.
Design, build, and maintain interactive dashboards and reports to track key performance indicators (KPIs) for various stakeholders.
Translate business needs into data requirements and ensure data accuracy and integrity across platforms.
Conduct budget and cost analysis to support strategic planning and operational efficiency.
Prepare executive-level summaries and presentations for leadership reviews, highlighting key insights and performance trends.
Recommend action plans based on findings to improve outcomes and drive continuous improvement.
Stay current on industry best practices and emerging tools in analytics, contact center operations, and customer experience.

Continuous Improvement

Enable analysis of contact center performance metrics to identify trends, gaps, and opportunities for improvement.
Drive a culture of continuous improvement by collaborating to identify inefficiencies, recommend process enhancements, and implement data-driven solutions to optimize contact center performance, OPEX, and customer experience.
Collaborate with cross-functional teams (operations, IT, product, training, etc.) to support initiatives that improve customer experience and operational efficiency.
Support strategic projects including technology enhancements, workforce planning, and quality improvement initiatives.

Core Competencies

Analytical Thinking – Ability to break down complex problems and identify root causes through data.
Customer Focus – Deep commitment to understanding and improving the customer experience.
Communication – Strong written and verbal communication skills; able to explain data to non-technical audiences.
Collaboration – Works well with cross-functional teams and builds strong relationships across the organization.
Initiative – Self-starter who proactively identifies opportunities for improvement.
Attention to Detail – Meticulous about data quality, documentation, and reporting accuracy.
Business Acumen – Understands how contact center performance impacts overall business goals.

Location

Preference will be given to candidates located near an Arlo office. Exceptional candidates in other U.S. states may be considered based on experience and fit.

SENIOR CUSTOMER CARE BUSINESS ANALYST

SENIOR CUSTOMER CARE BUSINESS ANALYST

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