Sr Analyst-Ops Supt

About the position Responsibilities • Partner with key players to provide strategic insight into consumer broadband, video and voice services. • Deliver insight into call drivers and volume reduction opportunities, process and training efficiency, agent execution, customer reactions to initiatives, and pain points to improve customer experience. • Design and build call studies to answer key questions. • Build online observation forms for data collection. • Extract data and provide packaged analysis and presentation of results. • Train call analysts prior to studies to ensure accuracy in data capture. • Identify big picture trends across one or more lines of business. • Find drivers and solutions to issues and match findings to the intent of the request. • Translate results from varied data collection methods. • Utilize tools like Google Sheets, Excel, and other resources to develop ad-hoc insights. • Create Executive level presentations through Google Slides and PowerPoint. Requirements • Bachelor's degree or four or more years of work experience. • Three or more years of relevant experience required, demonstrated through work experience and/or military experience. • Proficiency in Microsoft Office Suite/ Google Suite, with Excel, Sheets, and PowerPoint & Slides. Nice-to-haves • Proficiency with Excel and PowerPoint. • Experience in writing formulas and macros. • Experience with organizing data using Looker Studio and extracting data from Tableau and/or Qlik. • Experience with facilitation and communication across all levels of the organization. • Experience pulling and analyzing large multi-faceted data and making decisions or recommendations based on data observations. Benefits • Health and wellness benefits. • Short term incentives. • 401(k) Savings Plan. • Stock incentive programs. • Paid time off. • Parental leave. • Adoption assistance. • Tuition assistance. • Award-winning total rewards package. Apply tot his job