Customer Experience Sr Analyst

Job Title:  Customer Experience Sr Analyst

Reports To: Sr. Director, Customer Care

Status: Full-Time

Location Address: 3400 N Central Expy, Suite 410, Richardson, TX, 75080

Work Type: Hybrid (Tues, Weds, Thurs in-office)

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Job Summary
We are looking for a Customer Experience Sr. Analyst to drive efficiency and performance within our Customer Care operations. This role will focus on analyzing workforce trends, identifying process & performance gaps, optimizing revenue opportunities, and supporting process improvement initiatives. Additionally, this role will play a key part in enhancing our contact center technology, including enhanced IVR solutions, voice AI, chatbots, and automation tools to improve customer interactions and workforce efficiency. The ideal candidate will be highly analytical and detail-oriented, and should have experience in workforce optimization, reporting, forecasting, operational enhancements, project management, compiling and documenting business requirements, and testing and implementing call center technology.

Key Responsibilities:
Workforce Optimization & Analysis:

• Govern WFM practice with outsourced call center partner, and assist with forecasting, scheduling, and real-time adjustments to ensure service level targets are met.
• Monitor and analyze call volume trends, staffing efficiency, and operational performance.
• Forecast impact to workforce utilization as new contract channels are implemented.
• Identify and report on inefficiencies, including shrinkage, occupancy, adherence, and call handling times.
• Provide insights and recommendations on staffing strategies to improve overall call center performance.

 

Process Improvement & Performance Enhancement:

• Analyze customer data to identify operational/process gaps impacting our ability to deliver optimal and positive customer experiences.
• Conduct root cause analysis on operational challenges and propose data-driven solutions.
• Identify trends affecting business performance and customer experience, developing strategies for improvement.
• Create reports and develop presentations and clearly articulate findings and strategies to senior leadership.
• Partner with leadership to optimize workforce and customer contact strategies to maximize revenues.
• Track and report key performance indicators (KPIs), creating dashboards and visual reports to communicate insights.

 

System Enhancements & Call Center Technology (Automation Focus):

• Support the selection, implementation and optimization of AI-powered technologies such as voice AI, chatbots, and intelligent virtual assistants to enhance customer interactions.
• Work closely with business stakeholders, IT, and vendors to deploy AI-driven contact center technology (ex. call routing, automated responses, and self-service solutions).
• Assist in configuring and maintaining workforce management tools to ensure accurate forecasting, scheduling, and real-time adjustments.
• Evaluate and recommend AI-driven tools to optimize customer touchpoints, deliver first call resolution, improve agent performance, and enhance customer experiences.
• Stay up to date on emerging call center technologies, including automation, machine learning, and predictive analytics.

Technical & Project Support:

• Work closely with IT and workforce management teams to enhance system capabilities and automation.
• Support the development and implementation of workforce management tools and AI-driven process improvements.
• Write business requirements, testing new features, and ensuring successful implementation of AI and automation projects.
• Collaborate with cross-functional teams to ensure seamless integration of AI solutions with workforce management systems.

Technical & Project Support:

• Work closely with IT and workforce management teams to enhance system capabilities and automation.
• Support the development and implementation of workforce management tools and AI-driven process improvements.
• Write business requirements, testing new features, and ensuring successful implementation of AI and automation project