Customer Care Analyst

Job Summary:

The Customer Care Performance Analyst will be responsible for organizing, analyzing, and interpreting a variety of data sources and reports for the Neiman Marcus Direct contact center. This associate will utilize data to produce insights and recommend actions for Customer Care leadership. This associate will also coordinate projects to improve business processes, increase efficiency, and alleviating customer friction points with the ultimate goal of increasing customer satisfaction and reducing operating costs.

Responsibilities:

• Work with different teams within Customer Care to understand and define their business processes.
• Identify existing sources of data or acquire new data sources from which performance can be measured.
• Organize multiple unstructured data sources into more accessible channels of information.
• Use statistical techniques to identify trends and patterns in complex data sets.
• Make recommendations for changing existing performance measures or creating new ones.
• Prepare presentations for leadership and other stakeholders that contain actionable insights about the performance of their team(s).
• Monitor KPIs for process stability and trends. Alert stakeholders when KPIs exceed control limits and assist in researching and determining the root cause.

Skills/Experience Required:

• Strong organizational and analytical skills with excellent attention to detail.
• Experience creating informative and intuitive data visualizations and presentations that tell a story with data.
• Ability to work on multiple projects concurrently.
• Experienced in statistical analysis methods.
• Experience using a variety of technologies to query and transform data to fit your needs (SQL or similar).
• Advanced Microsoft Excel experience including…
  • Writing and using advanced functions and formulas (e.g. lookup, nested logical expressions, aggregation, etc.)
  • Advanced Excel features (e.g. conditional formatting, data validation, pivot tables, external data connections, PowerQuery, PowerPivot, DAX)
• Experience using Office 365 applications and SharePoint Online.

Additional Attributes Desired:

• Some experience using BI tools such as Power BI, Tableau, BusinessObjects, etc. is a plus.
• Previous experience with retail customer service and/or contact center operations and technologies.
• Aptitude and eagerness for learning new technologies.
• Ability to work well with others, to listen effectively, and share necessary information.
• Composes and communicates materials and information that is clear, concise and appropriate to the audience.
• Ability to adapt in a regularly changing environment
• Dependable and trustworthy