Senior Business Analyst
hace 12 horas
At Petco, we're committed to improving the lives of pets, pet parents, and our partners. As a Senior Analyst, Customer Care, you'll play a critical role in helping us achieve this mission.
Key Responsibilities:- Analyze and manage reporting requirements for all contact center operations to support tactical and strategic decisions.
- Develop reports on contact center performance, including contact volumes and patterns, service levels, abandon rates, case creation, and complaints.
- Work with 3rd party vendors to validate assumptions and data provided to Petco.
- Design, build, and maintain self-serve reports and dashboards focused on specific roles and meetings.
- Develop Customer Care's financial budget and forecasting processes in service of monthly forecasts and accruals, and annual planning.
- Bachelor's degree, 5-8 years of experience with forecasting and financial modeling, SQL programming, and contact center software (or similar).
- 3 years of experience working in a contact center environment (or similar).
We're looking for a skilled and detail-oriented individual who can analyze complex data sets, identify trends, and develop actionable insights to drive business decisions. If you're passionate about customer experience and have a strong background in data analysis, we encourage you to apply.
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