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Data Analyst II

Cox Communications


Location:
Atlanta, GA
Date:
06/21/2017
2017-06-212017-07-20
Job Code:
1710544
Cox Communications
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Job Details

Company Cox Communications
Title: Data Analyst II
JobID: 1710544
Category: Analytics
Industry: Cox Communications, Inc.
Job Type: Full-time

Description

*Must have strong analytics/reporting experience, advanced Excel skills, and Executive-level presentation experience to be considered for this position 

Responsible for measuring and assessing the effectiveness of Customer Care processes and operations through performance reporting, trending and analysis. Analyzes data, identifies trends and produces reports to identify opportunities to drive customer loyalty and support company strategies for serving, solving and selling.

Ensures quality processes and programs are being utilized and are effective by developing performance measurements and communicating performance relative to standards.

• Primary Responsibilities and Essential Functions

• Ensures optimal efficiency by monitoring performance levels, analyzing trends, and providing recommendations for improvement. 

• Develop view of individual agent performance across multiple performance factors (e.g., metrics, S2S, customer experience scores, escalations, workforce metrics).

• Perform agent level data analytics, develop outlier management reports for targeted monitoring and results trending reports.

• Document analytics query requirements and develop reporting in designated databases

• Writes reports, creates charts, presentations and timelines in support of department or business operations.

• Identifies, researches, and resolves discrepancies in analytical procedure or cross-functional methods.

• Interprets operational requirements and Methods and Procedures for inclusion in studies and analysis, and to conduct root causes analyses and make recommendations to improve the business processes.

• Provides recommendations for operational efficiencies and process improvements and assists in policy development to support change initiatives

• May write code to automate reports and templates and consolidate data into reports and knowledge.

• Supports capability development within the delivery organization; including reviews, gap assessments and work to source and deliver strategies.

• May develop analytical tools and numerical modeling of complex operations systems and processes

*Must have strong analytics/reporting experience, advanced Excel skills, and Executive-level presentation experience to be considered for this position.

Responsible for measuring and assessing the effectiveness of Customer Care processes and operations through performance reporting, trending and analysis. Analyzes data, identifies trends and produces reports to identify opportunities to drive customer loyalty and support company strategies for serving, solving and selling.

Ensures quality processes and programs are being utilized and are effective by developing performance measurements and communicating performance relative to standards.

• Primary Responsibilities and Essential Functions

• Ensures optimal efficiency by monitoring performance levels, analyzing trends, and providing recommendations for improvement. 

• Develop view of individual agent performance across multiple performance factors (e.g., metrics, S2S, customer experience scores, escalations, workforce metrics).

• Perform agent level data analytics, develop outlier management reports for targeted monitoring and results trending reports.

• Document analytics query requirements and develop reporting in designated databases

• Writes reports, creates charts, presentations and timelines in support of department or business operations.

• Identifies, researches, and resolves discrepancies in analytical procedure or cross-functional methods.

• Interprets operational requirements and Methods and Procedures for inclusion in studies and analysis, and to conduct root causes analyses and make recommendations to improve the business processes.

• Provides recommendations for operational efficiencies and process improvements and assists in policy development to support change initiatives

• May write code to automate reports and templates and consolidate data into reports and knowledge.

• Supports capability development within the delivery organization; including reviews, gap assessments and work to source and deliver strategies.

• May develop analytical tools and numerical modeling of complex operations systems and processes

Requirements

·2+ years successful experience researching and analyzing qualitative and quantitative data in a related field (Finance, Collections, Business Operations, etc.), including creating and delivering executive-level PowerPoint presentations.

·Must be able to extrapolate data and “tell the story” to a broader audience

·Solid experience using Microsoft Office Suite applications in a work setting with strong knowledge of Word, Excel and PowerPoint.   Successful candidates will need to assimilate, manipulate, and visualize large quantities of data leveraging pivot tables, macros, charting features and various other Excel function

·Proven aptitude for math and analytics

·Demonstrated experience communicating with and influencing higher level leaders

·Strong problem solving skills

·Ability to multi-task, work independently and prioritize assignments

·Excellent soft skills such as: interpersonal, leadership, presentation, and collaborative, allowing candidate to work effectively with teams throughout organization

Preferred

• BA/BS in a related field (i.e. Finance, Marketing, Business, etc.)

• Solid understanding of call center operations, particularly workforce management

• Consulting experience

• 2+ years of experience using a workforce management software

Experience in data mining, working with large data sets, and recommending innovative analytical solutions

• Experience working in telecommunications industry

• Experience working in a Customer Care or Call Center environment

• Familiarity with Cox back-end systems – ICOMs, OBIEE, Customer Listening Engine, etc.

• Familiarity with database tools such as Access, SQL, Oracle.

• Experience using analytics software platforms (R, SAS, etc.)


Qualifications

Requirements

 

·       2+ years successful experience researching and analyzing qualitative and quantitative data in a related field (Finance, Collections, Business Operations, etc.), including creating and delivering executive-level PowerPoint presentations.

·       Must be able to extrapolate data and “tell the story” to a broader audience

·       Solid experience using Microsoft Office Suite applications in a work setting with strong knowledge of Word, Excel and PowerPoint.   Successful candidates will need to assimilate, manipulate, and visualize large quantities of data leveraging pivot tables, macros, charting features and various other Excel function

·       Proven aptitude for math and analytics 

·       Demonstrated experience communicating with and influencing higher level leaders

·       Strong problem solving skills

·       Ability to multi-task, work independently and prioritize assignments

 

·       Excellent soft skills such as: interpersonal, leadership, presentation, and collaborative, allowing candidate to work effectively with teams throughout organization

 

 

Preferred

• BA/BS in a related field (i.e. Finance, Marketing, Business, etc.)

• Solid understanding of call center operations, particularly workforce management

• Consulting experience

• 2+ years of experience using a workforce management software

Experience in data mining, working with large data sets, and recommending innovative analytical solutions

• Experience working in telecommunications industry

• Experience working in a Customer Care or Call Center environment

• Familiarity with Cox back-end systems – ICOMs, OBIEE, Customer Listening Engine, etc.

• Familiarity with database tools such as Access, SQL, Oracle.

• Experience using analytics software platforms (R, SAS, etc.)



About Cox Communications

 

Cox Communications is a broadband communications and entertainment company, providing advanced digital video, Internet, telephone and home security and automation services over its own nationwide IP network. The third-largest U.S. cable company, Cox serves approximately 6 million residences and businesses. Cox Business is a facilities-based provider of voice, video and data solutions for commercial customers, and Cox Media is a full-service provider of national and local cable spot and digital media advertising. Cox is known for its pioneering efforts in broadband, voice and commercial services, industry-leading customer care and its outstanding workplaces. For nine years, Cox has been recognized as the top operator for women by Women in Cable Telecommunications; Cox has ranked among DiversityInc's Top 50 Companies for Diversity 11 times. More information about Cox Communications, a wholly owned subsidiary of Cox Enterprises, is available at www.cox.com and www.coxmedia.com.



Organization: Cox Communications, Inc.

Primary Location: US-GA-Atlanta-6305 Peachtree Dunwoody Rd

Employee Status: Regular

Job Level: Individual Contributor

Shift: Day Job

Travel: Yes, 5 % of the Time

Schedule: Full-time

Unposting Date: 2017-06-22
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