Senior Customer Contact Optimization Analyst

TriNet is a leading provider of comprehensive human resources solutions for small to midsize businesses (SMBs). The Senior Customer Contact Optimization Analyst will evaluate and improve customer interaction processes and operations, working closely with cross-functional teams to support continuous improvement initiatives.

Requirements

• Creating new reports, dashboards
• Maintaining performance, metric, and analytical reporting
• Acting as a liaison between business stakeholders and technical teams
• Analyzing data sets to identify patterns, trends, and improvement opportunities
• Applying industry best practices to improve workflows and customer engagement methods
• Collaborating with Analytics teams to study end-to-end customer journeys and identify process gaps
• Presenting insights and recommendations to leadership to drive operational improvements
• Assisting team members by ensuring reporting and documentation are accurate and delivered in a timely manner
• Conducting quality audits and providing process improvement suggestions
• Providing training, coaching, and peer support to standardize Customer Contact Optimization best practices