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Operations Analyst II at Spectrum

Posted in Other 30+ days ago.

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Type: Full Time
Location: Louisville, Kentucky

Job Description:

Responsible for gathering data from various systems and sources to perform financial analysis, trending, forecasting, and business impact. Reviews data for enterprise wide Customer Care operations, programs and initiatives that support and enhance the Company's commitment to customer satisfaction and revenue growth.

Contribute to the Company vision of being the industry leader in customer service through quality, commitment, courtesy and teamwork

Performs analysis, trending and communication of key performance indicators and business initiatives

Monitor and review reports and records of activities to ensure progress is being accomplished toward specified program/project objectives and recommend changes in methodology as required to attain business objectives

Makes recommendations based on data for process improvement and strategic business decision making

Create company-wide benchmark reports and interprets results in order to improve overall operations

Create reports and data driven presentations with impact - identifies trends and occurrences in data and translates findings into various mediums including text, charts, graphs, displays, tables

Investigate and perform root cause analysis of complex nature

Compile Executive level reporting as required

Individual will work with various call centers and cross-functional departments

Perform other duties as requested by supervisor

A. Skills/Abilities and Knowledge
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to analyze key performance indicators/metrics
Ability to manager multiple projects
Ability to prioritize and organize effectively
Ability to maintain confidentiality
Ability to use personal computer and software applications (i.e. MS Office, Visio, etc.)
Knowledge of general accounting and billing procedures
Vision ability: close vision, peripheral vision, and ability to adjust focus

B. Education (level and type)
Bachelor's Degree in Business, Statistics, Math, Economics from a four-year college university; or related field, equivalent training, education and experience

C. Related Work Experience Number Of Years
Quantitative Analysis work experience 3
Knowledge of call center metrics and key performance indicators preferred
Knowledge of cable industry preferred
Knowledge of cable billing systems preferred

D. Certifications and/or Licenses
Valid driver's license, satisfactory driving record within Company required standards and auto insurance

Office environment
Travel less than 10% of the time