*description*
*job title*:
agent experience analyst
*position type*:
full-time
*department/group*:
finance administration/agent experience
*languages*:
english & spanish
*location*:
us/tx
*travel required*:
yes, 25%
*level/salary range*:
level/salary range
*hourly*:
yes
*role and responsibilities*:
the agent experience analyst works with the organization to find areas where performance or processes can be improved and helps develop strategies to stay competitive.
- the agent experience analyst assists in conducting business process analysis to align information technology solutions with business initiatives.
- conducts internal and external research on how any given part of a company and competitors work.
- dives into large, noisy, and complex real-world data (structured and unstructured) to produce an analysis of historical patterns in agent behaviors and product performance.
- assist in business process modeling to create models that reflect an intuitive, technical, and non-technical, system-agnostic model representing the operational perspective of how the business is conducted
- assist in defining business and workflow requirements through business requirements workshops and research and analysis
- design and build insight-driven tools that provide real-time and easy access to agents' feedback.
gathering data, cleaning data, statistical analysis, and story telling!
- identify issues, analyze available data and information, and recommend changes to help drive data-based strategic decision-making.
- continuously monitor and consolidate agents' feedback with other transactional, operational, and behavioral data sources to paint a clear picture of experienced drivers to identify emerging trends and issues to identify wins and opportunity areas.
- supports in the documentation and assists in project organization and follow up
the agent experience analyst must successfully:
- evaluating agent's needs, internal workflows, and business processes
- overseeing detailed business analysis and process reengineering tasks/projects
- collaborating with business and it leaders to create new process designs
- interpreting complex data and business metrics for relevant stakeholders
- documenting business process modeling activities for future reference
- finding patterns and trends in the analyzed data
- helping the management and other teams draw business goals and needs
- formulating procedural manuals for all departments
*qualifications and education requirements*:
- bachelor's degree in a relevant field
- bilingual english/spanish
- analytical skills
- problem-solving skills
- detail-oriented
- excellent writing skills to produce presentations and reports on their findings
- ability to communicate with support, technical, and management teams
- knowledge of spreadsheet software and flow-charting tools, and various business process analysis tools.
created by:
alesh tovar
date:
november.
*
approved by:
alonzo venegas
date:
- december *
last updated by:
alesh tovar
date/time:
december *
1