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Data Analyst

Company: Ring
Location: Mesa
Posted on: June 9, 2021

Job Description:

Ring is seeking a Data Analyst to join our fast growing Third Party (3P) team, part of the larger Community Support team. The 3P team manages outsourced global contact centers providing premier support solutions for customers. This role will work with the Vendor Management team and leadership to dive deep on performance trends impacted by product, processes, and behaviors with a goal to improve the customer experience and operational efficiency. You will assist with activities that support continued process improvement and innovate new solutions for processes, trainings, and mechanisms. The successful candidate will be customer obsessed, analytical, naturally curious, and have great problem solving skills.

A day in the life

The 3P Data Analyst will work closely with 3P Vendor Management and Program Management teams, as well as internal stakeholders in Operations, Learning & Development, Workforce Management, Technical Operations, Business Intelligence, and others. You'll collect, sort, and evaluate data and utilize statistical analysis methods and tools in order to gain evidence and intelligence around the correlation of factors to provide quantitative downstream impact analysis. This analysis will shape the evolution of mechanisms, tools, and performance management objectives.

About the hiring group

The 3P team is part of the larger Ring Community Support team, and is responsible for fast growth and dynamic, global collaboration.

Job responsibilities

  • Work with Vendor Management and 3P leadership to garner a deep understanding of pressing business problems that could be solved with a data driven approach.
  • Inspect and recommend changes in program management, tool usage, speed to proficiency, transfer rates, shrinkage and attrition drivers, and more.
  • Analyze and recommend process improvements for key business drivers such as first call resolution, average handle time, net promoter scores, and other defined metrics.
  • Prepare ad hoc reports.
  • Analyze and report on performance and identify trends, opportunities, issues, concerns, and successes.
  • Work with the team to improve performance through creative process improvement and implementation of new strategies.
  • Provide operational gap analysis and reporting, and orchestrate change management with identified trends.
  • Collaborate with leadership to ensure operational objectives are achieved.
  • Provide ideas for process improvements to enhance efficiency, quality, and customer experience.
  • Use statistical analysis best practices and software to analyze and report on trends and recommendations.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us. Bachelor's Degree

  • 2+ years experience in program or project management
  • Bachelor's degree or relevant experience.
  • 2+ years of applicable project based data analytics experience.
  • Strong verbal and written communication skills.
  • Experience with cross-functional teams.
  • Demonstrated professional knowledge of data modeling and statistical analysis including best practices and tools.
  • Experience using analytics to solve problems.
  • Proven ability to work in a dynamic, fast-paced environment.
  • Strong planning and organizational skills as well as attention to detail. Familiarity with call center environment, performance metrics, and/or associated technology.
  • Experience with support operations for technical products.
  • 1+ years of experience with SQL.
  • Expertise with Microsoft Office.
  • Proficiency with data visualization tools such as Tableau.

About Ring

Since its founding in 2013, Ring has been on a mission to make neighborhoods safer. From the video doorbell, to Ring Alarm, which was named #1 in Customer Satisfaction for DIY Home Security Systems by J.D. Power, Ring's smart home security product line, as well as the Neighbors app, offer users affordable whole-home and neighborhood security. At Ring, we are committed to making home and neighborhood security accessible and effective for everyone -- while working hard to bring communities together. Ring is an Amazon company. For more information, visit www.ring.com. With Ring, you're always home.

Keywords: Ring, Mesa , Data Analyst, Other , Mesa, Arizona

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