Analyst-Customer Service

Verizon

Responsibilities This position is to support the HQ Customer Service Performance Reporting team and supporting the National BEST Reporting Portal. The responsbilities include developing and implementing enterprise wide national Customer Service metrics definitions and standard reporting / insights, with a specific focus on operational metric and benchmark reporting. Partner with all Areas, CS Headquarters and cross functional teams on measuring, reporting and benchmarking the most effective CS metrics – to assess progress, performance and alignment in support of VZW core objectives. Develop and implement solutions for closing gaps, eliminating redundancies and inconsistencies in Customer Service metrics and reporting across the enterprise. This position will be expected to partner cross-functionally to accomplish this goal. Administer the change control process as well as distribution of standard reporting on time, assuring data accuracy and integrity of data sources. Partner with IT as well as the CS Tools team to define requirements for change and enhancements to current tools and reports. Complete and process ad-hoc reporting requests that may support Customer Service, BGCO, Technical Support, and may require data retrieval from Data Warehouse, ECCR, Bisweep, and the ODS databases. Breakdown of Responsibilities:
• Deliver enterprise level national reporting, ensuring timeliness, accuracy and integrity of information, with a key focus on the following types of information (but not limited to the following list): o Monthly Dashboards / Scorecards o Prorate activity o Customer Experience including: CSTS, NPS and Quality o Self Serve o CIR, including standard repeat and new customer call in rate information o ERT o IRT o ACSS Utilization o Call Drivers
• Investigate and resolve any errors or inconsistencies in data sources. Understand, pursue and solve any customer issues that impede the use of the reported information. Modification to queries as needed.
• Cross functional communication with Areas, IT and other functional groups re: changes, questions on metrics, calculations, definitions and data sources, etc. to the above.
• Planning and coordination of changes to report content, format, etc.
• Implement tracking of data requests and prioritization with delivery targets, on time completion and related issues.
• Communicate modifications on daily/weekly/monthly report changes to Area and national leadership.
• Development of RT’s as needed re: new requirements – in conjunction with Areas and IT.
• Assess and deliver ad hoc reporting requests and integration of new properties into reporting systems and reports, requiring partnership with Areas, IT and other functional groups to meet needs.
• Provide subject matter expertise across customer service reporting, metrics and information as well as across multiple large scale complex initiatives. Retrieve, manage and analyze data in support of complex business requirements. Design and implement reports to measure initiative impacts to Customer Service. Qualifications • Bachelors degree in Business, Finance, Accounting, Information Systems, or related field; MBA preferred
• 2+ years or more experience in wireless industry, with customer service experience
• 2+ years experience working with data, report development, data analysis, key metrics and business drivers
• 2+ years experience in SQL, Teradata, Microsoft SQL Server querying and creating reports
• 2+ years experience working with UDM and integrating multiple data sources into reports for presentation and analytical purposes
• Project management experience preferred
• Demonstrated proficiency with Crystal reports for development and delivery of standard report information.
• Expert on performance metrics for the customer service industry / channel
• Proven ability to produce accurate and timely information in a highly dynamic work environment.
• Must have excellent analytical, organizational, written and verbal communication skills.
• Proficiency with querying company and customer service databases using SQL, relational database analysis tools as well as strong expertise for effective use of Microsoft office excel (pivot tables, regressions)
• Proficient use and ability to create reports and presentations in Microsoft Excel, Microsoft Word, Microsoft PowerPoint
• Demonstrated ability to synthesize information from a variety of sources and translate into effective and actionable information.
• Proven ability to partner cross functionally
• Experience with communicating data to upper executive levels
• Strong knowledge of Call Center operations as well as Call Center Technologies, including ACSS, Vision, IEX, Rockwell, Data Warehouse information and various other applications used by the business
• Results oriented, strong sense of urgency, proactive and flexible
• Must be able to meet tight deadlines and have a strong customer focus
• Ability to lead within sphere of influence, motivate others, resolve roadblocks, and escalate effectively
• Demonstrated ability to be flexible and work in a high-energy, dynamic and sometimes unstructured environment

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https://careers.verizonwireless.com/psc/erphrprd/EMPLOYEE/HRMS/c/B_VZW_RS_MENU.B_RS_JL.GBL?Page=B_RS_JL_HOME&Action=A&SiteId=1&JobOpeningId=283571