Tech Stack

Description

In this role, you will analyze support operations data to uncover insights that improve customer, broker, and client experiences. You'll work with cross-functional teams to optimize processes and inform strategic decisions using data-driven recommendations.

Requirements

• 3+ years experience in data analysis, business analysis, or workforce management
• Experience with customer service tooling (Zendesk, Salesforce, Playvox, Talkdesk or similar)
• Experience with data analysis tools (advanced Excel, SQL basics)
• Strong proficiency in Google Sheets
• Excellent analytical and critical thinking skills

Responsibilities

• Own and maintain workforce data sets across tools and systems
• Develop and maintain recurring reporting and dashboards on workforce and support metrics
• Analyze complex data to identify trends and actionable insights for support operations
• Evaluate business processes and identify opportunities for optimization and automation
• Monitor KPIs and proactively surface unusual patterns