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Performance Analyst

Call Center/Customer Service
Call Centers
Thanks for your interest in the Performance Analyst position. Unfortunately this position has been closed but you can search our 675 open jobs by clicking here.

 Job Summary:

The Customer Care Business Analyst will be responsible for organizing, analyzing and interpreting a variety of data sources and reports. This associate will utilize data to produce insights and recommend actions to Customer Care leadership on ways to improve business processes with the objective of increasing efficiency, alleviating customer friction points and increasing customer satisfaction.


· 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 on a continuing basis for process stability and trends. Alert stakeholders when KPIs exceed control limits and assist in researching and determining root cause.

Skills/Experience Required:

· Strong organizational and analytical skills with excellent attention to detail.

· Ability to work multiple projects concurrently.

· Experienced in statistical analysis methods.

· Experience using a variety of technologies to query and transforming data to fit your needs (e.g. SQL, OLAP, R, etc.).

· Advanced Microsoft Excel experience including…

o Writing and using advanced functions and formulas (e.g. lookup & reference, nested logical expressions, aggregation, etc.)

o Advanced Excel features (e.g. conditional formatting, data validation, pivot tables, external data connections)

· Experience creating informative and intuitive data visualizations.

· Experience creating polished and professional PowerPoint presentations.

· Experience using BI tools such as PowerBI, Tableau, BusinessObjects, etc. is a plus.

Additional Attributes Desired:

· Previous experience in a retail customer service and/or call center environment.

· 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

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Los Angeles and San Francisco Applicants: Neiman Marcus will consider for employment qualified applicants with criminal history as required by applicable law.
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