What are the responsibilities and job description for the Customer Relations Analyst - Reporting position at Denver Water?
Position Summary
Develop, maintain, and analyze performance reports, scheduling, and data for operational decision making for Customer Relations. Monitor and report on intraday activities of contact center agents across a variety of channels, including, phone, email, and chat.
Essential Duties and Responsibilities
- Collaborate with supervisors and managers by delivering data-driven reporting and analysis to support workforce scheduling, capacity planning, and operational performance tracking.
- Create a variety of reports for leadership and operations, including work volume forecasting, service levels, employee performance scorecards, and customer satisfaction surveys, for use within the section and division.
- Create and regularly review reporting needs including performance, forecasting, capacity planning, and workforce management. Meet reporting deadlines and auditing goals.
- Collaborate with leadership to obtain information on section training, quality, and capacity planning needs.
- Assist, collaborate, and provide support to training including updating work procedures, and may assist with new hire and refresher training.
- Assist, collaborate, and provide support to Workforce Management (WFM) in updating queue structures, analyzing contact patterns, and supplying data needed to ensure Customer Relations is appropriately staffed for customer interactions across all channels.
- Perform related work as required.
The following disciplines fall under this job description:
- Reporting Analyst - Research and analyze large data sets to assist with determining actionable insights to assist management in making decisions to resolve/improve customer satisfaction and perform research on root cause analysis and effectively present findings. Make staffing and capacity planning recommendations based on analysis.
Qualifications:
Minimum Requirements
Education and Experience
- High School Diploma or GED.
- Minimum 2 years of related work experience.
- Experience with Power BI or other data visualization platforms preferred.
- Any equivalent combination of certifications, education, or experience that provides the required skills, knowledge and abilities for the position.
Skills/Competencies
• Advanced proficiency in Microsoft Excel.
An offer of employment may be contingent upon satisfactory results of a post-offer drug test and alcohol. Denver Water tests for the following: amphetamines, cocaine, marijuana (THC), opiates, and phencyclidine (PCP). A strength test may also be conducted due to the physical requirements of the position. If the position is deemed safety-sensitive or requires a CDL you will be placed on the random drug and alcohol testing list which means you may be tested if your name is selected while employed at Denver Water.
Denver Water is an Equal Opportunity Employer. We are dedicated to building a culturally diverse workforce. We encourage applications from women, People of Color, veterans, and people with disabilities.