The Customer Care Analyst is responsible for supporting the Customer Care Leadership Team with actionable insights and reporting from Customer Care data. They must be both curious and a problem solver. The analytics provided should drive our business forward, minimize risks and allow our leadership team to make informed business decisions at the interaction, employee, team and department levels. This individual will effectively exhibit JD Finish Line’s core values of Customer, People, Winning, Community, and Financial Responsibility in everything they do by performing the following key duties:
Run existing reporting around key Customer Care measurements and provide actionable analysis. This includes reporting on overall contact center metrics, agent metrics, queue level reporting and customer information
Produce KPI reporting for all areas of Customer Care utilizing BI tools and SQL
Handle Ad Hoc reporting requests from the Customer Care Leadership Team
Create weekly agent scorecards with actionable takeaways
Maintain and improve customer dataset reporting (VOC, FCR, NPS, Customer Journey, etc.)
Create a comprehensive dashboard for the back office team highlighting both individual and team performance
Assist with the setup and documentation of the Customer Care database
Create new reporting as data becomes available or as needs arise
Automate current manual reports
Based on analysis of call center data, makes recommendations for process improvements.
Be the expert on Customer Care data
Connect Customer Care data to useful data across the organization in order to provide customer insights that drive customer experience improvements.
Prioritizes and executes multiple projects and tasks with minimal supervision or direction.
Identifies and escalates friction within the customer experience
Present summaries of findings to all levels of the leadership team
Additional duties and projects as required.
Required Education and/or Experience
Bachelor’s degree (B.A.) from a four-year college or university, or equivalent combination of education and experience, and a minimum of 2-4 years of applicable work experience with the skill sets below. Internal JD Finish Line experience is a plus.
Required Computer and/or Technical Skills
Intermediate to advanced knowledge and abilities with Microsoft Word, Excel, and Access or Google Suite applications.
Report writer experience (PowerBI, Looker, etc.)
Intermediate to advanced SQL skills
Preferred Experience
Familiarity with Genesys PureConnect products
Customer care experience
Previous experience creating agent level scorecards
Previous experience automating reporting
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Sit for more than 6 hours per shift
Use hands to finger, handle and feel
Reach with hands and arms
Talk and/or hear
Walk or move from one location to another
Occasionally may need to climb, balance, stoop, kneel, or crouch
Lift and/or move up to 10 pounds regularly and up to 25 pounds occasionally
Punctuality and regular attendance consistent with the company’s policies are required for this position.
Average work week is 40-45 hours, which can vary depending on business need.
The work environment for this position is a moderately noisy office setting.
The company reserves the right to modify this job description with or without notice. Employees may be asked to perform additional duties outside of normal job scope on a temporary basis per company policy.
#LI-DNI
This job description is not intended to cover all aspects, duties, and/or responsibilities required of employees. Employees may be asked to perform additional duties outside of normal job scope on a temporary or permanent basis per company policy. The company reserves the right to modify this job description with or without notice.
EEO Statement:
The Finish Line, Inc. is an Equal Employment Opportunity employer and is committed to complying with all federal, state, and local EEO laws. The Finish Line, Inc. prohibits discrimination against employees and applicants for employment based on race or color, religion or creed, national origin, alienage or citizenship status, marital status, sex, pregnancy status, age, military status, disability, or any other characteristic or class protected by law. The Finish Line, Inc. provides reasonable accommodations in accordance with applicable laws, including for disabilities, pregnancy, and religious practices.
Need accessibility assistance to apply?
Applicants who require accessibility assistance to submit an employment application can either call Finish Line at (317) 613-6890 or email us at talentacquisition@finishline.com. A member of our Talent Acquisition team will respond as soon as reasonably possible. (This email address and phone number is only for individuals seeking accommodation when applying for a job.)