As a Business Analyst, you will use an analytical mindset to dig deep into Support department's biggest opportunities, uncovering important insights that can be leveraged to improve the overall performance of customer, broker, and client support technology and processes.
Requirements
- Own and maintain support and workforce data sets across tools and systems, ensuring accuracy, consistency, and accessibility for both individual and team performance data
- Develop, maintain, and distribute recurring reporting and dashboards on key workforce and support metrics (e.g., staffing, forecast accuracy, adherence, attrition, productivity, contact rates, performance, operating costs)
- Analyze complex data from multiple internal and external sources to identify trends, root causes, and actionable insights that inform decisions on support operations, product automation strategies, process changes, and fan, client, and broker experience
- Evaluate existing business processes and identify opportunities for optimization and automation
- Develop process maps, workflows, and documentation for current and future-state operations
- Monitor and investigate key workforce and support KPIs, proactively surfacing unusual patterns, resolving data quality issues, and completing high-quality ad hoc analyses and reporting requests for stakeholders
- Collaborate with operations teams to complete ad hoc reporting and analysis requests related to business challenges and opportunities like contact, drivers, quality, cost, or performance
Benefits
- Flexible work environment, allowing you to work as many days a week in the office as you’d like or 100% remotely
- A WFH stipend to support your home office setup
- Unlimited PTO
- Up to 16 weeks of fully-paid family leave
- 401(k) matching
- Student loan matching program
- Health, vision, dental, and life insurance
- Up to $25k towards family building, reproductive health services and Gender-affirming care
- $500 per year for wellness expenses
- Subscriptions to Headspace (meditation), Headspace Care (therapy), and One Medical
- $120 per month to spend on tickets to live events
- Annual subscription to Spotify, Apple Music, or Amazon music
