Verizon Wireless Customer Service Operations Analyst in Irving, Texas
What you’ll be doing...
We offer cutting-edge telematics products and services to help our business customers connect their fleets and employees for improved efficiency and business results. Your role will be to work in our customer care center to help us with deep analysis of customer service key performance metrics. This will require a deep understanding of the dynamics of the Strategic Partnership Channel vendor management channel. The role will partner with the field, operations, Headquarters, Learning & Development, Resource Management and Finance to align and implement data based recommendations. You will be responsible for gather data from sources using Strategic Partnership Channel. You will also be required to apply quantitative and qualitative analysis to identify root causes of performance issues in the Strategic Partnership Channel. This analysis will be provided to leadership and must be able to effectively track and meet project deadlines.
You will be writing SQL against our data stores to perform quantitative and qualitative analysis. You’ll be collaborating with internal partners and vendors to evaluate operations activities, find inefficiencies, identify operational improvements, and ensure key initiatives are tracked and reported appropriately. The work you’ll do every day will help us provide better customer care to our business customers.
Writing SQL against our data store for gathering, cleaning and analyzing to find performance improvement
Partnering internally and externally to drive new initiatives to manage costs.
Interpreting call center data to facilitate effective business transformation.
Making recommendations and testing new more efficient ways to meet customer care needs.
Ongoing analysis and reporting on key operational and financial performance metrics.
What we’re looking for...
Making sense of financial data is what you do. You’re highly analytical and you turn complex information into easily understood insights. You are the one who can look at a process and see how it can be made more efficient. With a sharp eye on timelines, scope, and budget, you drive towards outcomes. You thrive in a fast-paced environment with competing demands. You work independently but also know when to raise your hand for help or to ask a question.
You’ll need to have:
Bachelor’s degree or four or more years of work experience.
3+ years of related experience in operational reporting including data mining, analysis, data interpretation and quantitative/qualitative reporting and analysis
Advanced knowledge of SQL and Integrated services.
Financial planning and/or operations analysis experience.
Even better if you have:
3+ years SQL experience in Teradata, MS SQL, PostgreSQL, etc.
3+ years advanced Microsoft SQL Server tools (SSIS, SSRS, SSAS)
Call center experience. Ideally, with call center metrics, such as AHT, Call-in-Rate, Service Level, Call Abandon Rate, survey results.
Experience with analytical tools such as Tableau, SPSS, Mega Stat, etc.
Experience with programming in .Net, Java scripting, API, Python, IBM SPSS
Experience with creating/maintaining objects in a MSSQL Server including but not limited to tables, views, stored procedures and creating SSIS packages
Lean Six Sigma training
Identified and implemented process efficiency and cost reduction recommendations.
Experience with tools such as Version 1, Siebel, CCA.
Managed multiple projects and various stakeholders
Use analytical tools, principles, and methodologies to extract, filter and correlate large quantity of data in order to develop and perform statistical modeling and analysis
Advanced working knowledge of Microsoft Office products including but not limited to Excel, PowerPoint, and Word
Develop trend analysis for call center metrics and performance indicators to quickly identify and articulate root cause to business risks and impacts to overall business results
Proven ability to create executive level presentation based on call center metrics.
Strong analytical skills and familiarity with basic statistical concepts. Able to quickly interpret and understand new data sources
Strong interpersonal and communication skills and ability to interact with multiple levels of management as necessary
Ability to work independently in a fast-paced, rapidly changing environment with minimal oversight
Ability to perform assessments, make recommendations and execute change
When you join Verizon...
You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.
Equal Employment Opportunity
We're proud to be an equal opportunity employer- and celebrate our employees' differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.