Senior Analyst, Customer Experience

hace 2 semanas


Santiago de Querétaro, Querétaro de Arteaga, México Petco A tiempo completo

Customer Care Analyst Job Summary



We are seeking a skilled Senior Analyst, Customer Care to join our team at Petco. This role will be responsible for analyzing and synthesizing data from various sources to create actionable insights that drive business decisions.



The ideal candidate will have a strong background in data analysis, SQL programming, and contact center software. They will be able to design, build, and maintain self-serve reports and dashboards using tools such as Snowflake, Salesforce, and Amazon Connect.



The Senior Analyst, Customer Care will work closely with the Customer Care team to understand the root cause of operational and customer experience problems. They will develop reports on contact center performance, including call volume trends, customer feedback, and other KPIs.



The successful candidate will have excellent analytical and problem-solving skills, with the ability to effectively communicate results and recommendations to all levels of management. They will be a subject matter expert in the Customer Care business and the data and insights that our business generates.



Key Responsibilities:




  • Analyze and manage reporting requirements for all contact center operations
  • Design, build, and maintain self-serve reports and dashboards
  • Develop reports on contact center performance
  • Work with 3rd party vendors to validate assumptions and data
  • Develop short- and long-term forecasts and create budgets
  • Proactively manage multiple senior stakeholders with competing requests


Requirements:




  • Bachelor's degree in a related field
  • 5-8 years of experience with forecasting and financial modeling, SQL programming, and contact center software
  • 3 years of experience working in a contact center environment
  • Excellent analytical and problem-solving skills
  • Ability to effectively communicate results and recommendations


What We Offer:



Petco is a category-defining health and wellness company focused on improving the lives of pets, pet parents, and Petco partners. We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.



Join our team of passionate and dedicated professionals who are committed to making a difference in the lives of pets and their families.



How to Apply:



Apply online at www.petco.com/careers and submit your resume and cover letter.



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