Sr Analyst, Customer Operations

Avant • Chicago, IL

1d • $55,000 - $75,000 • Hybrid

About The Position

As a Senior Analyst on the Customer Operations Team, you will be a key resource in developing business intelligence and reporting needs for the leadership team supporting our customer-facing operations. Customer Operations handles upwards of 3 Million customer interactions a year and we take pride in operating as efficiently as possible, while effectively providing first class customer support as Avant continues to scale. We are looking for someone with strong technical, analytical, and organizational capabilities who is comfortable exploring data using SQL, Python and Databricks. The ideal candidate will also be comfortable taking a problem, investigating and suggesting data driven solutions. Reporting directly to the Manager of Customer Operations, you will be responsible for modeling and managing data sets that Customer Operations uses to maintain sound decision making. You will work with the Customer Operations organization and cross-functional stakeholders on Avant’s Data Team to design and document dashboards, productivity and efficiency insights, exception alerts and reports. You will be called upon to solve operational problem statements leveraging analytical tools. A successful Operations Analytics Sr. Analyst will develop a thorough understanding of our numerous data sources and work with senior business stakeholders to publish trusted, governed data sets that can be utilized to drive operations productivity, efficiency and performance.

Requirements

• Bachelor’s degree in a field such as computer science, electrical engineering or equivalent work
• 1+ years’ experience in data management or analysis
• 1+ years’ experience with SQL
• Data-oriented with a focus on core KPIs and reporting; proven capability of executing various data-driven projects.
• Excellent analytical, problem-solving, and project management skills.
• Experience working with large data sets
• Experience working with a Business Intelligence tool, Databricks preferred.
• Excellent written and oral communication skills
• Must be a self-starter and able to work independently as well as in a team environment
• Detail oriented with strong organizational skills
• Experience working with Python

Responsibilities

• Collaborating with our Data Services and Business Intelligence teams to ensure that the Customer Operations function has the information necessary to make data-driven performance and productivity decisions.
• Overseeing the data governance and change management process for operations key metrics utilized in intraday, daily, weekly, and monthly Customer Operations performance oversight and governance. Examples: call center SLAs, agent productivity and quality measurements, and core efficiency reporting.
• Build and maintain reporting for Customer Operation functions that provide insight into queue management, staffing, productivity, planning, risk reduction, and opportunities for execution related efficiency gains. Examples: creating net new reporting from new data sources, assisting in migrating and expanding Databricks reporting, and building automated checks to alert for agent performance issues.
• Coordinate with department leaders and business stakeholders to better understand objectives to ensure that operational analytical processes align with product and business goals. Example: queue management and productivity reporting for back office functions that own a wide range of tasks with highly decentralized data sources, many with regulatory risk exposure.
• Develop and communicate trend reporting and data analysis of workload and agent performance
• Take on additional assignments to help drive efficiency and improved performance across Customer Operations technology. This would include projects related to customer communications (Phone, Email, SMS) and development of Virtual/AI communication channels.

Benefits

• Choice of great Medical, Dental, and Vision Insurance Plan options
• 401(k) match
• Flexible Time Off
• Flexible Work Environment - (i.e. Mon/Tues/Thurs in-person)
• Generous Paid Parental Leave, Adoption Assistance and Post-parental leave ramp-up program
• Lunch Allowance (Fooda) and In-office Snacks
• Summer Fridays
• Fun In-Office and Virtual Social Events

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level