Specialist, Customer Care Reporting

Our client operates within the customer care industry, focusing on supporting and improving business operations through data analysis and reporting. They address the challenge of efficiently managing customer care performance and forecasting by harnessing data to drive informed business decisions and improve staffing accuracy.

About the Opportunity

The Specialist, Customer Care Reporting plays a vital role in supporting the analytical functions of the Customer Care department. This position is responsible for producing and maintaining performance reports and analyses that inform critical business decisions, improve forecasting, and enhance overall departmental performance.

Responsibilities

• Complete reports and projects requested by Customer Care teams promptly.
• Understand data relationships and transform data into actionable business information.
• Create and maintain performance data for the Customer Care department.
• Deliver reports on a regular schedule as required by leadership.
• Perform quality assurance to ensure report accuracy and regulatory compliance.
• Provide detailed reporting on call trends.
• Identify and implement process improvements to enhance quality and efficiency.
• Assist with internal departmental and corporate projects.
• Coordinate task completion within and across departments.
• Solve moderately complex problems.
• Perform other duties as assigned.

Requirements

• Associate’s degree or equivalent work experience.
• Four years of reporting experience.
• Four years of business work experience.
• Proficient in Microsoft Office Suite.
• Support and adhere to compliance program objectives.
• Ability to interact cooperatively and respectfully with colleagues.

Pay

USD $54,236.00 - USD $64,567.00 per year.

Benefits

• Health, dental, and vision insurance.
• 20 days paid time off.
• Four weeks paid parental leave.
• Nine paid holidays.
• 401(k) company match up to 5% with no vesting requirement.
• Adoption Assistance Program.
• Flexible Spending Account.
• Educational Assistance Plan and Professional Membership assistance.
• Referral Bonus Program up to $750.