Analyst, Jump Start

Job Description

Responsibilities Responsible for driving improvements in throughput and glidepath KPI achievement of agents in first 15 days of production Coordination of support services for Service Partner agents in first 15 days in production Develop enhancement templates and tracking documents for support resource activities Audit and enhance support resources to maximize effectiveness Data analysis and reporting through strong analytical reports to illustrate trends and areas of opportunities Participate in call listening sessions on a daily/weekly basis Develop and implement improvement action plans that can be offered to vendors Responsible for gathering and delivering feedback to curriculum and instruction team based on trends identified, KPI outcomes and qualitative feedback, creating 360 feedback loop Responsible for escalation tracking and resolution Requires little supervision to successfully deliver the core responsibilities Special projects as assigned by Director, Customer Success Responsible for other reports, analysis or other duties as assigned Related duties as required Qualifications / Expectations Minimum 3 years related work experience Contact center operations and leadership experience required Training and/or adult learning concepts experience is a plus Ability to facilitate/conduct virtual meetings in a one-on-one and/or group setting Must possess excellent interpersonal, oral, and written communication skills Professionalism and the ability to work well with others are extremely important, as well as the ability to maintain confidentiality of information Proficient in Microsoft applications with a strong emphasis on Word, Excel, Outlook, as well as experience in Google Workspace with an emphasis on Google docs Excellent organizational skills and an aptitude for detail Ability to gather and track data, as well as use data to analyze and drive business decisions