Manager, Vix Customer Insights
hace 3 semanas
ABOUT THE ROLE & TEAM:
The Customer Care team at our new streaming platform ViX is looking for a Customer Insights & Analytics Manager to join us
Reporting to the Sr. Director Customer Care, the ViX Customer Insights & Analytics Manager will be able to lead a strategy to track, report and communicate KPIs and insights from our Customer Care Operation. This role will be interacting with our Customer Care, Product, Marketing and Social Media teams to align with our customer experience strategy. This is a key position with high visibility generating relevant information to our Senior Leadership team for decision making.
ABOUT YOU:
You are passionate about customer experience, you are proactive, self-directed, creative, and collaborative with a deep understanding about Customer Care metrics, reporting tools, forecasting, and translating insights into actionable data. You are comfortable asking questions to translate the need into a delivery and presenting information to different levels, bringing creative ideas to solve for a requirement. You enjoy leading projects as well as being part of cross-functional teams.
YOUR DAY-DAY:
- Oversee the creation of comprehensive data strategy to track KPIs across the ViX Customer Care Operation.
- Work with the Sr. Director, Customer Care to develop a reporting cadence for senior executives on the product and marketing teams.
- Develop regular reports on our Customer Care operation that include interactions per channel, service levels, customer satisfaction, etc.
- Create daily, weekly, and monthly dashboards and reports to track the productivity and effectiveness of the call center operation.
- Present customer service KPIs and insights to Senior Executives on a regular basis.
- Maintain monthly forecasts of agent levels, chatbot interactions, licenses, and interactions per channel for decision making.
- Analyze customer satisfaction surveys that report on Customer Satisfaction Score (CSAT) to identify opportunities to improve the call center.
- Collaborate with different areas including Social Media, Marketing and Customer Care to cross-reference metrics to understand better customer sentiment.
YOU HAVE:
- Bachelor’s degree and a minimum of 5 years working with business reporting and/or analytics in the customer service industry.
- Expertise working with data, creating dashboards and automated reports, developing forecasts, and analyzing complicated datasets.
- Ability to synthesize information quickly and produce accurate and insightful reports with clear recommendations.
- Demonstrated ability to foment a culture based on data-driven decision-making.
- Strong knowledge of best practices in a call center operation.
- Bilingual skills: strong professional fluency in both English and Spanish.
- Strong familiarity with financial forecasting and predictive modeling.
- Ability to influence and work effectively across internal and external organizations, comfortable presenting insights to senior executives.
- Excellent written and verbal communication skills and proven ability to translate data into a compelling story.
OUR BENEFITS:
TelevisaUnivision believes that a happy, well-balanced employee is what makes our culture thrive. We offer a wide selection of perks and benefits
Univision es un empleador que ofrece equidad e igualdad de oportunidades. Todos los solicitantes calificados recibirán consideración para el empleo sin distinción de sexo, identidad de género, orientación sexual, raza, color, religión, origen nacional, discapacidad, estado de veterano protegido, edad o cualquier otra característica protegida por la ley.
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