The Customer Care Analyst position will be responsible for being the Subject Matter Expert for all matters related to issues involving a smart card, which is a number unique to the owner’s handset (SIM), as well as the associated phone number (MIN),  across all company brands, excluding the Page Plus brand. The Analyst will research large data sets, in order to identify issues or opportunities to improve the business, as they relate to the specific subject matter.

RESPONSIBILITIES:

• Research and identify all matters related to issues involving a smart card, which is a number unique to the owner’s handset (SIM), as well as the associated phone number (MIN). Look for issues, trends and /or opportunities from the following channels, which include but are not limited to: NPS Reports, TAS Survey report , Cases, Interactions, Calls, Conference calls, QAR Recommendations, Internal/External meetings (Off shore Survey Call Back Team, CRM, ORI, PSI, Quality, Training, Retention, CX team, etc.) Position will assist in developing and implementing policies, procedures, including metrics and improvement plans to drive agent performance & productivity, while maintaining case quality.

• Find and research the root cause for all matters related to issues involving a smart card, which is a number unique to the owner’s handset (SIM), as well as the associated phone number (MIN). Ensure all customer related issues are resolved and review all data from the above mentioned channels and update all Training Materials, Flow Charts in production in Jacada, Process (Agent, System, Process) and process and RFC/CR creation, development and testing, etc.

• Find areas of opportunities to improve the business, including but not limited to Improving Tools, E-learning course material, automation, self-help, as well as supporting all products and services, etc. Position will also be responsible for making sure agent case load is being worked in an accurate and timely manner and for driving down support cost, customer retention and reduce churn.

Required Skills Required Experience

• Associate’s degree or equivalent combination of education and experience.
• Bachelor’s degree preferred
• Minimum 2-3 years in a leadership role in a large inbound Call Center environment, with a focus on customer retention
• Telecommunication industry experience preferred
• Prefer candidate to be very knowledgeable in all TracFone brands, products and services, as well as possess a strong working knowledge of TAS, CRM, Impact 360, and Microsoft Office 365.

• Microsoft SQL Skills ( OLTP / OLAP etc)
• JiRA or other Project Management software
• Troubleshooting and data analysis skills
• Technical Documentation skill
• Ability to code in TSQL, and do data analysis
• Experience in developing ETL packages using SSIS
• Experience in working with SCALE (Manhattan)
• Setting up alerts and job to monitor reliable working of processes