Call Center Business Analyst
AAA Northern California, Nevada & Utah Tempe, AZ
- Posted: over a month ago
We call our club's vision, mission, values, and supporting pillars "Our House" because they are the foundation for all that we do. We're working to transform AAA for the next century with a mission to create Members for life by unleashing the innovative spirit of our Team Members.
AAA recently acquired SAFE Security, the 11th largest smart home security company in the United States, with the vision to become the most trusted brand in this industry. With your help, we aspire to provide the same peace of mind at home as we have provided on the roads for the last 100 years.
WHY WORK FOR US?
- Medical, Dental, Vision, wellness program and more!
- 401k Matching up to 4%
Paid Time Off
- Ten hours per month, nine holidays annually
Call Center Business Analyst
Our Call Center Business Analyst supports the Call Center strategy and objectives by identifying trends and analyzing data to identify opportunities and drive and track key performance indicators (KPIs) as well as build dashboards and reports in Tableau or SQL server reporting services (SSRS).
Collects operational /product/ financial data, conducts research and performs complex analysis (competitive, financial, industry, regulatory). Determines possible implications on various divisions/ departments and makes recommendations as needed.
Reviews and analyzes the call center operational reports. Interprets the contents for management, alerts them to significant issues and / or opportunity trends.
Develops and prepares reports for management. Supports findings with research, statistical analysis, rationale, and other related activities for use in management decisions. These include analytical models for decision making.
Develops a variety of reporting methodologies to capture identified trends and recommends solutions, strategies and actions. This includes, developing charts, graphs, tables that consolidate data in a meaningful way for review by management.
May assist in larger projects and/or assume responsibility for a portion of the project
Mathematical or statistical skills needed
Has strong analytical and organizational skills
Has business writing skills (preferred)
Project management experience skills to accurately complete detail data assignments, understand and interpret broad operational / product concepts and their application to the business unit and AAA
Has basic understanding of operational / product / financial concepts as they apply to business unit and AAA (preferred)
Strong understanding of the use and development of operational models and other related reporting software (preferred)
Education & Experience / Licenses & Certification
Bachelor's degree in related area or an equivalent combination of education and experience
3 - 5 years experience conducting reporting, metric, performance management or business analysis
AAA Northern California, Nevada & Utah
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