Analyst, Customer Experience

If you are a current Chamberlain Group employee, please click here to apply through your Workday account.

Chamberlain Group is a global leader in access solutions with top brands, such asLiftMasterand Chamberlain,found in millions of homes, businesses, and communities worldwide.

As a leader in the Smart Home industry, we boast one of the largest IoT install bases, with innovative products consisting of cameras, locks, card readers, garage door openers, gates and more, all powered by ourmyQdigital ecosystem.

This role is within CG's Customer Experience and Technical Support function. The analyst provides timely, accurate and proactive reporting, analysis and communication on: key performance indicators, dashboards and scorecards for the technical support contact center and customer experience department. The analyst will use a variety of data elements, tables and software in their daily work. They identify and communicate causes for activity change or anomalies, trends and performance results to drive strategic, continuous improvement. Creates accurate ad-hoc reports as requested and ability to create formal reports for presentation.

This role will have a customer focus, analytical ability, creativity, forward-thinking mindset and knowledge of contact center operations.

Job Responsibilities:

• Performance Reporting - Monitor and prepare reports on contact center performance and analyze contact center statistics, results, and trends

• Prepares dashboards in Power BI, and/or reporting toolset for management team and Customer Service Representatives

• Provide analyses, insight, and reports to help drive data-backed decisions and changes

• Identify and analyze opportunities to improve our contact center operations using the data sets available

• Identify additional data needs to more effectively manage contact center operations

• Develop methods to track and maintain high contact center efficacy

• Use data and analysis to drive decision making, recommendations and develop solutions

• Comply with health and safety guidelines and rules; managers should also ensure compliance across their teams.

• Protect Chamberlain Group's reputation by keeping information confidential.

• Maintain professional and technical knowledge by attending educational workshops, reading professional publications, establishing personal networks, and participating in professional societies.

• Contribute to the team effort by accomplishing related results and participating on projects as needed.

Requirements:

• Bachelor's degree or equivalent experience

• Minimum 0 to 3 years of data analysis experience

• Knowledge, Skills, and Abilities:

• Expert knowledge of Microsoft Excel

• Experience with Data visualization tools and analytics tools (Power BI, Tableau, or Salesforce)

• Keen analytical and problem-solving skills, strong attention to detail

• Effective at planning and organizing, works well under pressure with multiple priorities and deadlines

• Ability to travel up to 10%

Preferred:

• Knowledge of Contact Center data and metrics highly desirable

• SQL, Microsoft DAX, Power Query, Python, VBA, R

• Cloud-based data solutions (Microsoft Azure Synapse)

• Salesforce.com, Genesys

• Prior experience working with contact center systems and data

• Statistical/Mathematical background preferred

#LI- Hybrid - Oak Brook, IL

#LI-MD1

The payrange for this position is $73,000.00 - $117,850.00; base payoffered may vary depending on a number of factors including, but not limited to, the position offered, location, education, training, and/or experience.In addition to base pay, also offered is a comprehensive benefits package and 401k contribution (all benefits are subject to eligibility requirements).This position is eligible for participation in a short-term incentive plan subject to the terms of the applicable plans and policies.

Chamberlain Group wants all of its employees to succeed and encourages people of all backgrounds to apply. We're proud to be an Equal Opportunity Employer, and you'll be considered for this role regardless of race, color, religion, sex, national origin, age, sexual orientation, ancestry; marital, disabled or veteran status. We're committed to fostering an environment where people of all lived experiences feel welcome.

Persons with disabilities who anticipate needing accommodations for any part of the application process may contact, in confidence Recruiting@Chamberlain.com.

NOTE: Staffing agencies, headhunters, recruiters, and/or placement agencies, please do not contact our hiring managers directly.