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Denver Water · 2 weeks ago

Customer Relations Analyst - Reporting

Denver, CO

Full-time

Hybrid

Entry Level

$28.14/hr - $31.89/hr

2+ years exp

Denver Water is a utility company focused on providing water services, and they are seeking a Customer Relations Analyst - Reporting. The role involves developing and analyzing performance reports to support operational decision-making and monitoring contact center activities across various channels.

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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