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Care Operations Reporting Analyst
Care Operations Reporting Analyst
The Care Operations Reporting Analyst will drive the ViaSat Care and Sales organizations commitment to operational excellence and efficiency through technology and the utilization of metrics and analytics to manage the business. This position will also drive strategic thinking applicable to each line of business and function. Will develop and implement a business decision support strategy for Care Ops. that encompasses metrics reporting capacity and expense management that aligns with operational goals and strategies. Also tasked with determining the strategy for what should be measured how it should be reported and how it can be used for key decision-making.
The position involves partnering with other ViaSat business units to understand business strategies and objectives to support implementation of appropriate information systems applications. The role requires a well developed ability to carry out requirements analysis understanding the business landscape gathering functional requirements through facilitated group sessions consulting with customers on various business issues and providing written documentation.
+ Tracks trends and analyzes historical pattern and data to provide alternate business strategies to all business owners. Works within leadership team to adjust business strategies to accommodate variances to initial plans
+ Drive reporting initiatives including the development of Care Ops dashboards and metric scorecards and operational reporting. Drives the development and implementation of corporate strategies for reporting automation including Hyperion/BRIO development projects.
+ Manages short and long range Care transaction volume forecasting and staffing to meet organizational objectives. Manages productivity goals by effectively balancing transaction volume and resources among all ViaSat Care center operations including third party partners. Interfaces with other sites regarding staffing and call routing to maintain daily goals.
+ Works with ViaSat Marketing and operational entities to plan for new initiatives programs and models that may impact or change the Care operational model costs or service levels. Communicates analysis trends and risks or concerns with operational performance impacts or initiatives
+ Performs financial analysis of Customer Care projects programs and operations; develops new reports in response to unique project and management needs. Forecasts project funding requirements and monitors Customer Care capital needs including analyzing capital funds.
+ Develop and analyze intra-day daily weekly monthly and year-to-date statistical reports as well as ad hoc reporting requests for various internal departments.
+ College degree in a related study or additional equivalent work experience
+ Excellent project management skills with proven track record of effectively managing large complex projects
+ Strong leadership and organizational abilities demonstrated through related work experience
+ Outstanding negotiation decision making influence leadership and conflict resolution skills
+ Ability to work cooperatively with all levels of management and persons of differing skill sets.
+ Strong process orientation with the ability to understand the strategic and tactical link between business processes and the financial success of the business
+ Ability to listen comprehend and document business user needs as well as communicate business user needs to IT software development staff.
+ Solid analytical and reasoning abilities including high level of strategic thinking and ability to articulate strategy through the analysis of data and presentation to all levels of the business
+ Contact Center background preferred
+ Proficient in translating metrics and reporting concepts to all levels of the organization
+ Strong understanding of reporting tools including ACD and staffing systems and other database systems.
Living in Denver means you get to enjoy panoramic vistas on your morning commute three hundred days of sunshine the largest public parks system of any U.S. city world-class theatre museums and sports teams and a cost of living thats easy on your wallet!
Do you hear an opportunity knocking on your door? Why not submit your resume and see where this road takes you? Its easy and only takes a few minutes. We look forward to hearing from you.
ViaSat is an EEO/AA/Disability/Protected Veteran Employer. U.S. Citizenship or Lawful Permanent Residence status may be required for certain positions. For positions requiring U.S. Citizenship or Lawful Permanent Resident status verification of such status will be required upon accepting employment.
Care Operations Reporting Analyst job at ViaSat
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