Petco · 3 days ago

Customer Relations Operations Analyst

San Diego, CA

Full-time

Onsite

Senior Level

$87K/yr - $131K/yr

5+ years exp

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Responsibilities

Analyzes and manages reporting requirements for all contact center operations to support tactical and strategic decisions.

Develops reports on contact center performance and works with 3rd party vendors to validate assumptions and data.

Designs, builds, and maintains self-serve reports and dashboards focused on specific roles and meetings using various tools.

Develops Customer Care’s financial budget and forecasting processes.

Sets and manages priorities to maximize impact on the team and customers, exercises independent judgment, identifies problems and opportunities, and develops solutions.

Manages multiple senior stakeholders with competing requests, supports other analysts, prepares and communicates results and recommendations to management, and conducts cost-benefit analyses.

Qualification

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ForecastingFinancial ModelingSQL ProgrammingContact Center SoftwareContact Center Environment