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Operations Reporting Analyst in Folsom - Parkshore Drive, United States

Voxpro



Description and Requirements

About Voxpro - powered by TELUS International


Voxpro - powered by TELUS International is an award winning outsourcing organization that has been in business since the 1980s and has grown considerably over the years through passionate leadership. Voxpro became part of TELUS International in 2017. We manage over 300 clients from small business right through to various call center activities of  large corporations. To deliver upon our belief system, we build teams of people who share our perspective and passion. Voxpro people are big hearted, curious, and passionate about servicing their customers and motivated to make a difference. We are all about people and all work together as one team to achieve the best outcome for our clients and their customers.


Position Overview


PLEASE NOTE THIS POSITION IS LOCATED IN PALO ALTO, CA


This position will be working with our client's Hardware Customer Care team that engages with dedicated customers across the globe through our online resources and communities, social outreach, and 1:1 care. You will represent the voice of the consumer and work closely with cross-functional partners across for our client to make our products and policies better. 


As a data analytics and insights group within customer support organization we are responsible for providing strategic insights, analysis, and reporting to various stakeholders in support organization. As an Operations Reporting Analyst you will analyze, report, and present customer care operations related data that is associated with quality assurance, training, and knowledge management.  You will provide insights to the business through analysis of training and quality activity to drive greater efficiency and effectiveness of our call center agents.


Key Responsibilities


  • Perform advanced analysis activities, including defining, measuring and communicating core operational metrics that cover all Customer Care Training and Quality globally.

  • Take a lead role in developing and publishing reports, dashboards, presentations, and tools to aid Customer Care support operations in consistently tracking activities to customer excellence results.

  • Collaborate with key stakeholders within Customer Care to complete comprehensive performance analysis of specific parts of the business, such as: end-to-end work that includes data gathering, analysis, ongoing scaled deliverables and final presentation slides.

  • Lead global projects in structuring and executing analyses required to develop business recommendations, manage multiple projects simultaneously, with limited oversight, and communicate findings/recommendations to senior management and the broader organization.

  • Own the Single Source of Truth working with other teams on customer care team activity reports. Also, drive visibility into the business by designing and developing metrics dashboards that drive decision-making.


Qualifications


  • BA/BS degree required.

  • Strong analytical and problem solving experience, combined with strong business judgement and an ability to present analysis in a clear and compelling manner.

  • Solid project management experience from a high-growth technology company or management trainee/rotation program.

  • Demonstrated ability to work with multiple partners to gather information and validate theories

  • Ability to work in XML, HTML, Java script, SQL and other scripting languages

  • Advanced spreadsheet skills: vlookups, pivot tables, cross sheets data import etc



Required Competencies

  • Customer focus with excellent communication skills

  • An Ethic of Teamwork 

  • Creativity and Innovation

  • Results orientated

  • Organizing and planning

  • Analytical and Problem solving

  • Openness and resilience to Change

  • Excellent Time Management

  • Self-Starter

Voxpro Values

Voxpro recognizes and embraces the importance of values in our ever-changing workplace. We consider ourselves Unapologetically Different. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

  • Brace Yourself: There is no such thing as a normal day

  • Embrace the Evolution: We learn, share, & grow

  • Were relentless in the pursuit of operational beauty

  • Ignite your entrepreneurial spirit

  • You belong at Voxpro


At Voxpro, we are committed to diversity and equitable access to employment opportunities based on ability. Our success is our people!



The physical requirements of this position and the physical activity of this position: Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Fingering. Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand as in handling.

Grasping. Applying pressure to an object with the fingers and palm.

Feeling. Perceiving attributes of objects, such as size, shape, temperature or texture by touching with skin, particularly that of fingertips.

Talking. Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.

Hearing. Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound.

Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers.

The visual acuity requirements including color, depth perception, and field vision:

The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication parts at distances close to the eyes.


The conditions the worker will be subject to in this position: The worker is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work.



Required Language(s)English

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