Customer Service Operations Analyst

We are looking for a detail-oriented and analytical Customer Service Operations Analyst to help improve the efficiency and quality of our customer service department. The Customer Service Operations Analyst will gather data, identify trends, and make recommendations to enhance our customer service operations. This role exists to manage the day to day operations of the workforce management department. This role will build reporting for our WFM team at Pie through capacity planning, forecasting, scheduling, and staffing. This position will monitor and evaluate Pie's staffing levels, call volume efficiency, to ensure the optimal results for all areas of the business.

How You’ll Do It

Analyze Customer Service Data

• Provide insights on call volumes, scheduling, resolution times, and customer satisfaction scores to identify areas of improvement
• Develop, update, and manage performance metrics and dashboards to monitor customer service KPIs
• Conduct root cause analysis on customer issues and complaints to pinpoint process breakdowns
• Forecasting short & long term staffing needs and manage scheduling
• Identify opportunities to streamline processes, implement new technologies and enhance processes to improve operational efficiency
• Analyze reporting on a weekly and monthly basis and provide recommendations

Responsible for Launch of Customer Service

• Collaborate with customer service management on new initiatives, projects, and product launches that impact the customer experience
• Create reports on customer service performance, trends, and insights, and present findings to leadership - Develop and distribute reporting for daily, weekly and monthly results for AHT, ACW, Shrink, Attrition, Service Level, Schedule Adherence, Abandon Rate, etc.
• Responsible for working closely with multiple cross-functional owners to manage relationships with telephony and WFM vendors.

Act and Respond as the Customer Service Champion  

• Stay up-to-date with the latest in customer service best practices, tools, and technologies
• Other ad-hoc duties as required to optimize the customer service operation

The Right Stuff

• HS Diploma or equivalent is required; Associate’s degree or Bachelor’s degree is preferred.
• 1 year of Customer Service Operations experience is required
• 3 years experience using contact center technology including WFM optimization software is required.
• Demonstrated experience performing analysis on WFM systems and strong understanding of necessary reporting and analytics.
• Advanced problem solving skills, to be able to manage complex situations with multiple layers, and resolve to solution anticipating needs now and into the future
• Advanced communication (written, verbal and presentation) skills, to deliver complex information effectively at all levels of the organization, tailoring communication content, tone and format for a variety of audiences. 
• Advanced knowledge using Salesforce, Five9 & Assembled - Customer Service softwares.

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