Customer Experience & Workforce Data Analyst, Tonal

• This role is ideal for a data-driven professional with a passion for improving customer service processes and a strong analytical approach to both customer experience and workforce optimization
• 2+ years of work experience
• Proficient in SQL
• Knowledge of BI Systems, e.g. Tableau, Looker
• Snowflake or similar tools
• Proficient in Google Suites and Microsoft Suites
• Experience with Multi-Channel support (call, chat, emails)
• SalesForce, including Omni Channel

Desirable

• We are seeking a highly skilled Customer Experience Analyst who will play a dual role, focusing both on optimizing customer service operations through data-driven analysis and supporting workforce management to ensure efficient staffing and service delivery
• In this position, you will be responsible for analyzing customer interactions, feedback, and service performance to identify trends, optimize processes, and enhance the overall customer experience
• Additionally, you will collaborate closely with the workforce management team to help forecast customer demand, optimize staff schedules, and ensure efficient resource allocation
• Partner with the Customer Care team to understand business objectives and uncover opportunities where data-driven insights can enhance both customer experience and business performance
• Conduct in-depth analysis of call center operations to identify process inefficiencies and recommend actionable improvements
• Implement changes to enhance operational quality and efficiency, focusing on key performance indicators such as cost per call, cost per member, service level, and occupancy
• Analyze data to uncover trends and patterns, such as recurring customer issues, peak service times, and other factors that impact customer experience
• Develop interactive dashboards and reporting tools to provide actionable insights into customer behaviour and operational processes, utilizing both quantitative and qualitative data
• Visualize and present data-driven insights to inform continuous improvement efforts and strategic decision-making
• Provide regular performance reports on key customer experience (CX) metrics, such as customer satisfaction (CSAT), response times, and first contact resolution (FCR), along with recommendations for improvement
• Conduct customer segmentation analysis to identify different customer groups based on behaviour, value, and service needs
• Aid in developing an improved advocate productivity scorecard that more accurately demonstrated true advocate productivity across cases and calls
• Reporting
• Provide reporting on all key care operational KPIs
• Aid in the development of Executive slides and presentations (board of director deck)
• Provide regular performance reports on key customer experience (CX) metrics, such as customer satisfaction (CSAT), response times, and first contact resolution (FCR), along with recommendations for improvement
• Staffing Management
• Collaborate with workforce management teams to accurately forecast staffing requirements across multiple care teams, ensuring service levels remain consistent and efficient
• Forecasting & Budgeting
• Partner with senior management to develop accurate call volume forecasts, analyzing historical data to predict future demand
• Create and evaluate multiple forecasting scenarios to prepare for fluctuations in customer demand, such as those caused by new product launches, seasonal spikes, or service disruptions