Business Analytics, Member Experience
Tasks
- Administer support platforms
- Analyze contact drivers and escalation patterns
- Analyze handle time trends
- Build shift structure and scheduling
- Create dashboards for queue health and productivity
- Design operational reporting suite
- Diagnose root causes of missed targets
- Drive efficiency improvements with Product and Ops
- Evaluate support tooling
- Forecast inbound volume
- Identify capacity gaps
- Implement real time operational changes
- Monitor response time performance
- Own SLA tracking and reporting
- Predict staffing needs
Perks/Benefits
Skills/Tech-stack
Capacity Planning | Dashboarding | Data Modeling | Data analytics | Power BI | Queue management | Real Time | Real-time analytics | SLA management | SQL | Tableau | Workforce Management | Workforce forecasting
Education
Bachelor of Engineering | Bachelor of Science | Master of Science
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