Experienced Customer Care Analyst - Performance Analytics for Remote Work at blithequark

Transform Your Career with a Dynamic Role at blithequark

In the ever-evolving landscape of customer service, blithequark stands out as a beacon of innovation and excellence. As a pioneer in the industry, blithequark is committed to delivering exceptional customer experiences through its cutting-edge solutions and dedicated team. If you're passionate about data analysis, customer service, and driving business growth, we invite you to explore an exciting opportunity to join our team as a Customer Care Analyst - Performance Analytics.

About the Role

The Customer Care Execution Examination Expert is a pivotal role within blithequark's Client Service Workforce Planning and Analytics (WPA) division. This position is responsible for conducting in-depth research and analysis of individual customer service Crewmembers' performance, providing actionable insights, and sound recommendations to drive performance enhancements across the customer service organization.

Key Responsibilities

• Research and analyze performance metrics of Crewmembers, including average handle time (AHT), escalation rates, after-call work (ACW), First Call Resolution (FCR), Customer Satisfaction Scores (CSAT), and other relevant metrics.
• Investigate adherence metrics, such as attendance, compliance, login/logout patterns, and time-off requests, to identify trends and areas for improvement.
• Utilize data analysis to identify correlations between customer service metrics, driving process improvements and performance upgrades.
• Develop and maintain dashboards and reports at various levels across the customer service organization, including Crewmember metrics.
• Collaborate with a team of Analysts to automate reporting for all customer service metrics using visualization tools like Tableau/Power BI/Snowflake.
• Create reports to manage reward and recognition programs for customer service Crewmembers, monitoring the effectiveness of these programs and providing recommendations for improvement.
• Participate in Contact Center as a Service (CCaaS) implementation to develop reporting and dashboards that identify customer trends based on data from CCaaS.
• Perform other tasks as assigned, demonstrating flexibility and adaptability in a rapidly changing environment.

Essential Qualifications and Skills

To excel in this role, you should possess:

• A High School Diploma or General Education Development (GED) certificate.
• At least one year of previous analyst or relevant experience.
• Proven Data Analysis, Data Storytelling, and SQL Coding skills, as demonstrated through a work test evaluation.
• Excellent verbal and written communication skills, with the ability to effectively convey complex data insights to various stakeholders.
• Proficiency in reading, writing, and communicating in English.
• Ability to travel to the office on an as-needed basis for mandatory office days, training sessions, and meetings.
• A reliable high-speed internet connection and a dedicated workspace free from background noise and distractions.
• Basic knowledge of visualization software (e.g., Tableau, Qlik, Power BI) and SQL.
• Intermediate-level Microsoft Excel skills, including formulas, pivot tables, data validation, and data consolidation.
• Strong analytical skills, with the ability to collect and interpret data, identify trends, and develop business insights.
• Experience in contact center metrics, processes, and reporting is highly desirable.

Preferred Qualifications and Skills

While not mandatory, the following qualifications and skills can significantly enhance your candidacy:

• A Bachelor's degree in a related field.
• Two years of analyst experience, preferably in the airline/travel industry or a contact center.
• Two years of customer service, sales, finance, or airline experience.
• Experience with Microsoft Dynamics and Streams.
• Knowledge of Avaya CMS database items and metrics or Amazon Associate contact records.
• Familiarity with Workforce Planning Suite.
• The ability to work independently and collaboratively in a high-pressure team environment.

What We Offer

At blithequark, we're committed to fostering a culture of growth, innovation, and excellence. As a Crewmember, you can expect:

• A competitive salary range of $35-45 per hour.
• Opportunities for career growth and professional development.
• A dynamic and supportive work environment that encourages collaboration and creativity.
• A flexible work arrangement that allows you to work from home or in the office, depending on your needs and preferences.
• A comprehensive benefits package that includes health, dental, and vision insurance, as well as retirement savings plans.
• Access to cutting-edge technology and tools to help you succeed in your role.
• A culture that values diversity, equity, and inclusion, and promotes a sense of community and belonging.

blithequark Culture and Values

At blithequark, we're guided by a set of core values that shape our culture and inform our decisions. These values include:

• Safety: We're committed to maintaining a safe and secure work environment that prioritizes the well-being of our Crewmembers and customers.
• Care: We believe in showing empathy and compassion in everything we do, from serving our customers to supporting our colleagues.
• Integrity: We operate with transparency, honesty, and ethics, upholding the highest standards of integrity in our interactions and decisions.
• Passion: We're passionate about delivering exceptional customer experiences and driving business growth through innovation and creativity.
• Fun: We believe in having fun and enjoying the journey, whether we're celebrating successes or learning from challenges.

Conclusion

If you're a motivated and analytical individual with a passion for customer service and data analysis, we invite you to join our team at blithequark. As a Customer Care Analyst - Performance Analytics, you'll play a critical role in driving business growth and improving customer experiences. Apply now to take the first step in a rewarding career with a dynamic and innovative organization.

Don't miss this opportunity to transform your career and be part of a team that values excellence, innovation, and customer satisfaction. Apply today!