Job Description
Position: Undefined
Description:
Key Responsibilities: Data Analysis & Reporting: - Collect, process, and analyze customer service data to identify trends and improvement areas.
- Develop dashboards, reports, and visualizations using tools like Power BI, Tableau, or Excel.
- Track key customer service metrics such as CSAT, NPS, first response time, and resolution rates.
- Provide actionable insights to improve customer experience and business processes.
Business Intelligence & Process Improvement: - Analyze business processes related to customer service and recommend enhancements.
- Identify gaps in customer support workflows and propose data-driven solutions.
- Work with stakeholders to develop business strategies based on customer insights.
- Optimize self-service solutions and automation for customer support efficiency.
Customer Service & Stakeholder Collaboration: - Partner with customer service teams to understand challenges and recommend solutions.
- Gather and interpret customer feedback to drive product and service improvements.
- Communicate insights and recommendations to leadership through reports and presentations.
- Support CRM data management and ensure accurate tracking of customer interactions.
Cross-Functional Collaboration: - Work closely with Customer Service, Operations, Finance, Sales, Marketing, and Product teams to understand data needs and implement solutions.
- Collaborate with customer support teams to define and refine business requirements for reporting and analytics.
Voice of the Customer (VoC) Analysis: - Collect and analyze VoC data from various sources like surveys, social media, and support tickets.
- Develop insights on customer sentiments, preferences, and concerns.
Requirements: Required: - Bachelor’s degree in Business, Data Analytics, Statistics, or a related field.
- 8+ years of experience in a business data analyst role, preferably in Sales, Marketing or Operations.
- Experience working with customer service data and KPIs.
- Strong proficiency in SQL, Excel, and data visualization tools (Power BI, Tableau, or similar).
- Ability to analyze large datasets and translate insights into business strategies.
- Strong communication skills to present data findings effectively.
Preferred: - Experience with CRM platforms (Salesforce, Zendesk, HubSpot, etc.).
- Knowledge of Python/R for data analysis is a plus.
- Understanding of customer journey mapping and process optimization.
- Experience with automation and AI-driven customer support solutions.
- US Citizen or Green Card holder.
- Able to work in Central Time zone.
- Immediate joiner preferred.
Benefits: Contract Types: C2C, W2, or 1099 (4 to 6 Months)
Work Authorization: Open to US Citizens and Green Card holders
Remote Work: Fully remote (US, Central Time preferred)
Opportunity to: Work with cross-functional teams and contribute to business process improvements.
Job Tags
Remote job, Contract work, Immediate start,