Job Title: Business Data Analyst II Duration: 05+ months Location: CA (Remote) Summary:
Client’s mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together.
The mission of our team is to ensure we deliver holistic and impactful customer experience, ensuring small businesses globally maximize their growth potential when engaging with our programs. You should be someone who is passionate about delivering superior customer experience, a person who thinks and acts globally but understands the importance of market nuance and a desire to serve our small businesses.
The ideal candidate will be as comfortable working with data and logic as well as having a client centric lens providing the business with focused insights on our client experience and journey. You will require a high level of empathy for small business owners, understanding of sales structure and a keen eye for identifying process and workflow improvement opportunities.
Success in this position requires strong critical-thinking and problem-solving skills; attention to detail; the ability to thrive in a dynamic and changing environment; and a passion for helping others achieve results. You will be able to demonstrate high levels of enthusiasm, motivation and dedication and an ability to manage communication and relations with multiple stakeholders both internal and external, including teams from Sales, Quality Assurance, Training and our outsourcing partners.
This position will be based in the United States and will be supporting initiatives across the Americas, APAC and EMEA.
Top must-have HARD skills:
4+ years of relevant experience in business operations, sales excellence, process redesign, a consulting role, quality assurance or customer experience.
Experience with SQL, tableau, data analysis & visualization tools.
Strong operational background and project management skills with experience running strategic projects with cross-functional teams.
Fluency in English, both oral and written.
Excellent business acumen, passion for solving problems, and strong analytical skills.
Good to have skills:
Self-motivated, entrepreneurial, and dealing with ambiguity.
A love for change and an ability to ruthless prioritize in a fast-paced environment
Strong desire to collaborate, share, drive best practices cross-functionally and globally.
Innovative and creative in finding solutions/ designing improved methods, systems and processes.
Attention to detail and ability to deep dive, identify root causes of variances; further execute solutions once identified.
Responsibilities:
Understand data and deliver holistic insights utilizing operational data such as: AHT; pitch-rates and action-rates (revenue).
Understand how to map these signals to Voice of the Customer data and Quality Assurance data to identify, through root-cause analysis, the agent behavioral levers driving operational performance across multiple programs, regions markets and verticals.
Leverage and unify multiple customers listening posts (surveys, customer verbatim, focus groups, social media, etc.) to create a more reliable and sensitive customer feedback signal.
Develop and assess customer experience through direct contact interactions and trend analysis, ensuring strong reporting capability on contact center agent performance, understanding and communicating the narrative to internal and external stakeholders through a robust set of metrics, data visualization and presentation.
Coordinate with outsourced vendor partners (as required) to share insights, identify focus areas, and agree on actions.
Create specific recommendations and action plans to drive product, people and process improvement strategy across multiple customer touchpoints and work with cross-functional partners to identify and implement optimal solutions.
Create detailed project plans and clear communication strategies to drive effective change.
Minimum Requirements:
4+ years of relevant experience in business operations, sales excellence, process redesign, a consulting role, quality assurance or customer experience.
Experience with SQL, tableau, data analysis & visualization tools.
Strong operational background and project management skills with experience running strategic projects with cross-functional teams.
Fluency in English, both oral and written.
Excellent business acumen, passion for solving problems, and strong analytical skills.
Preferred Qualifications:
Self-motivated, entrepreneurial, and dealing with ambiguity.
A love for change and an ability to ruthless prioritize in a fast-paced environment.
Strong desire to collaborate, share, drive best practices cross-functionally and globally.
Innovative and creative in finding solutions/ designing improved methods, systems and processes.
Attention to detail and ability to deep dive, identify root causes of variances; further execute solutions once identified.
CPRA: Notice to California Applicants: SPECTRAFORCE is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAHR@spectraforce.com.
About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.
Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation. At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $32.00/hr.
