Customer Care Analyst

The Customer Care Analyst is responsible for supporting the Customer Care Leadership Team with actionable insights and reporting from Customer Care data. They must be both curious and a problem solver. The analytics provided should drive our business forward, minimize risks and allow our leadership team to make informed business decisions at the interaction, employee, team and department levels.  This individual will effectively exhibit JD Finish Line’s core values of Customer, People, Winning, Community, and Financial Responsibility in everything they do by performing the following key duties:

• Run existing reporting around key Customer Care measurements and provide actionable analysis. This includes reporting on overall contact center metrics, agent metrics, queue level reporting and customer information

• Produce KPI reporting for all areas of Customer Care utilizing BI tools and SQL

• Handle Ad Hoc reporting requests from the Customer Care Leadership Team

• Create weekly agent scorecards with actionable takeaways

• Maintain and improve customer dataset reporting (VOC, FCR, NPS, Customer Journey, etc.)

• Create a comprehensive dashboard for the back office team highlighting both individual and team performance

• Assist with the setup and documentation of the Customer Care database

• Create new reporting as data becomes available or as needs arise

• Automate current manual reports

• Based on analysis of call center data, makes recommendations for process improvements.

• Be the expert on Customer Care data

• Connect Customer Care data to useful data across the organization in order to provide customer insights that drive customer experience improvements.

• Prioritizes and executes multiple projects and tasks with minimal supervision or direction.

• Identifies and escalates friction within the customer experience

• Present summaries of findings to all levels of the leadership team

• Additional duties and projects as required.

Required Education and/or Experience

• Bachelor’s degree (B.A.) from a four-year college or university, or equivalent combination of education and experience, and a minimum of 2-4 years of applicable work experience with the skill sets below.  Internal JD Finish Line experience is a plus.

Required Computer and/or Technical Skills

• Intermediate to advanced knowledge and abilities with Microsoft Word, Excel, and Access or Google Suite applications.

• Report writer experience (PowerBI, Looker, etc.)

• Intermediate to advanced SQL skills

Preferred Experience

• Familiarity with Genesys PureConnect products

• Customer care experience

• Previous experience creating agent level scorecards

• Previous experience automating reporting

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Sit for more than 6 hours per shift

• Use hands to finger, handle and feel

• Reach with hands and arms

• Talk and/or hear

• Walk or move from one location to another

• Occasionally may need to climb, balance, stoop, kneel, or crouch

• Lift and/or move up to 10 pounds regularly and up to 25 pounds occasionally

• Punctuality and regular attendance consistent with the company’s policies are required for this position.

• Average work week is 40-45 hours, which can vary depending on business need.

• The work environment for this position is a moderately noisy office setting.

The company reserves the right to modify this job description with or without notice. Employees may be asked to perform additional duties outside of normal job scope on a temporary basis per company policy.

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This job description is not intended to cover all aspects, duties, and/or responsibilities required of employees.  Employees