Location: Piscataway,NJ, USA
Specialist, Customer Care Insights & Analytics page is loaded **Specialist, Customer Care Insights & Analytics**
**Specialist, Customer Care Insights & Analytics**
locationsPiscataway, NJ time typeFull time posted onPosted 3 Days Ago job requisition idJOBREQ00051496 ***AtChanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience and potential you could bring to CHANEL.***
The CC Business Analyst will be responsible for delivering data-driven, actionable insights that contribute to Customer Care operations & strategy, and to partners across the organization. Will manage and produce all data requests for the Customer Care Center across all tools and systems, partnering with the Customer Care Center provider to identify metrics driving efficiencies and department goals. Will work collaboratively with cross-functional teams to develop analytics and reporting relevant to client experience across all business divisions and channels. Will conduct in depth analysis on Customer Care Center projects and business initiatives with respect to staffing, KPIs and financial impact.
Review the current landscape of metrics, KPIs and data sources to make recommendations on data collection and consolidation. Partner with Cust Care Management and Tech to explore new or additional tools to better gather and share Customer Care insights and KPIs. Support the implementation of new technologies (i.e. CRM, AI tools)
**RESPONSIBILITIES AND ACCOUNTABILITIES:**
* Work closely with CCC vendor and partners to review forecasting and staffing model for all channels
* Develop and provide weekly, monthly and quarterly reports on Contact Center Trends. Providing full analysis on areas of opportunity to Operation Management Teams for collaborative assessment.
* Manage and process data requests from Customer Care/Operations as well as Business teams and assist with report customizations and health checks to ensure all users have access to consistent data
* Seek to understand customer trends that can inform our Customer Care strategy and business solutions by leveraging data from several sources (including Zendesk, Medallia, Bright Pattern, site analytics)
* Own and maintain PowerBI dashboards for Customer Care
* Establish relationships and ongoing communication with the Customer care team and our partners (Digital, Tech and business) to stay informed on activities and projects that might impact data and reporting
* Support the creation of Business Cases to proactively anticipate the forecast impact of business changes as well as provide hindsight on impact of each post implementation.
* Formulate innovative recommendations for how to adopt new technology, how to refine our use of existing technology to better share CCC data and insights
* Prepare in depth analysis on Customer Care Center NPS and Quality scores across all Customer Care Center channels and provide reporting on trends. Research and benchmark NPS to provide full overview on program performance
* 3-5 years Experience in Analytics role
* Client Services/Contact Center Experience preferred
* Excellent communications skills, with the ability to present information in a compelling way to various groups across the organization
CHANEL is a private company whose values are grounded in creating the conditions for people to perform at their best and feel fulfilled and confident in their work. We care deeply about our employees and strive to create a safe environment that values people's humanity and uniqueness so that they are free to bring their full selves to work and to their life's calling.
Inspired by our founder, Gabrielle Chanel, who constantly pushed boundaries in her personal and professional life, there is no one way forward at CHANEL. We offer a unique work environment where you are encouraged to better understand the brand, the business, and your motivations, so that together we can unlock the possibilities of your growth.
At CHANEL, being a purposeful and human-driven employer means being intentional, meaningful, and caring in inspiring our people; fostering environments that reflect our strong values; encouraging and enabling inclusion; and investing in work and workplaces that foster collaboration and well-being. This is critical for the long-term success of our business.