DATA ANALYST NetSpend
THIS JOB HAS EXPIRED DESCRIPTION
The Data Analyst will have two primary responsibilities: development, delivery and maintenance of reporting to meet operational needs and to identify, analyze, and make recommendations to improve Customer Service performance. This position works in a contact center environment and reports to the Senior Operations Support Manager.
Develop and provide both standard and ad hoc reporting to internal NetSpend teams to monitor operational measures and service levels.
Identify, communicate, and manage service delivery impacting outages.
Identify opportunities for cost reduction through operational improvement, technology enhancements & process elimination.
Identify enhancements to IVR and ACD architecture to maximize technology utilization, customer experience, and return on investment.
Leverage all reporting tools to identify trends and changes in customer contact behavior.
Complete root cause analysis of service delivery failures related to call routing and knowledge content delivery.
2+ years experience utilizing advanced MS Excel features including the writing & support of VBA Macros, SQL query development and/or MS Access database development and maintenance.
2+ years experience working in a customer service environment, preferred.
2+ years experience with a WFM agent scheduling application (IEX, Blue Pumpkin, etc).
2+ years experience working in an outsourced/service provider environment, preferred.
Prior experience with contact center operations preferred.
Proven results in creating efficiencies and reducing cost.
Ability to manage multiple job tasks and projects at one time.
Able to focus in a fast paced, flexible environment.
Attention to detail.
Excellent verbal and written communication skills.
Ability to adapt to change.
Ability to manage stress appropriately.
As provided in NetSpend's Background Check policy, eligible candidates may be subject to drug, criminal history, and credit checks, which will be conducted and used in accordance with applicable local, state, and federal laws.
||Austin, TX |
THIS JOB HAS EXPIRED