Lead Analyst, Customer Support Data & Analytics

Customer Support Analyst - 1046488 Atlanta, GA

Job Description

• Pay and company details to be discussed during the interview process and based on experience.

Position Title: Lead Analyst, Customer Support Data & Analytics

Department: Help Desk

Location: Atlanta, GA

Overview: Support Now is an essential sub-department of Field Operations. We provide support to our corporate users and quick-service restaurants by making it easy for our Operators, Team Members, Customers, and Staff to get answers, solve problems, and identify opportunities. We measure success by the speed, accuracy, and experience we provide. The services we offer include customer support, general business support, IT and operation support, systems and application support, networking support, and many other technologies that are utilized by our Franchisees. We also focus on continuous improvement, strategy, and insights to make things better for today and where the company is headed tomorrow.

The Lead Analyst role will be responsible for delivering insights that advance the mission and purpose of Customer Support through performing analyses and providing recommendations to efficiently and effectively fulfill our mission.

The role of the Lead Analyst includes:

• Partner in creating the company’s Customer Support Analytics roadmap
• Ongoing support of the Analytics roadmap and initiatives.
• Conduct the planning, organization, and execution of various types of analyses.
• Apply knowledge of analytical and statistical principles to develop timely analyses and reports that include dashboards and written interpretations of findings.
• Create and maintain metrics, governance and user reports, and other documentation as appropriate to enable insights to various stakeholders.
• Access, explore, adjust and analyze relevant support and Restaurant data from multiple sources and systems.

Responsibilities:

Data/Tools/Modeling

• Provide analytical support to the implementation of the CS&R Analytics roadmap.
• Manage maintenance and accuracy of existing data for analysis, reporting, and distribution.
• Build data queries, scorecards, reports and dashboards (e.g. SQL, Alteryx, Tableau) to answer key business questions and equip stakeholders as appropriate.
• Work with multiple stakeholders to develop standard reporting of data needed for strategic, tactical and operational insights.
• Work in partnership with other analysts to build models for forecasting key CS&R indicators.
• Coordinate the compilation, data aggregation, and updating of CS&R metrics as necessary.

Strategic Insights

• Proactively deliver analyses to support the executive team in its evaluation of performance and opportunities for delivering on the CS&R mission, strategic vision and goals.
• Design, develop and lead analyses as appropriate in order to identify opportunities for improvement.
• Leverage insights from analysis and data modeling to recommend changes in strategy and processes.
• Develop presentations and communicate insights to key stakeholders that own and execute strategies related to CS&R or stakeholder projects that impact customer support.
• Strategically collaborate with business partners, technology teams, and other specialized teams as necessary to identify opportunities for improvements and maximization of our support.

Project Management

• Ability to balance and execute multiple complex assignments at once.
• Ability to lead/direct larger projects independently.
• Collaborate and act as liaison to other departments within and outside of Customer Support.
• Ability to lead quick, high value team meetings.
• Ability to identify and manage key issues and risks for the project.
• Partner with enterprise wide analysts to support growth and learning across multiple.

Minimum Qualifications:

• Bachelor's Degree in Business, Finance, Math, Statistics, Engineering or other quantitative/technical fields
• At least 7 years experience or Master’s Degree with 3 years experience

Preferred Qualifications:

• Master's degree
• Experience with Service Now Performance Analytics
• Experience with data analysis and metrics for operational performance within a help desk environment
• Proficient in workforce management
• Experience with help desk capacity modeling or simulations
• Hospitality and/or restaurant experience
• Accessing/analyzing data
• Strong problem-solving skills with the ability to apply the right analytical method to the business problem
• Attentive to details, but with the ability to understand the big picture
• Ability to solve practical problems and deal with a variety of variables in situations that may require an immediate decision and/or limited information
• Understand fundamentals of data quality
• Experience with Tableau, Alteryx or other data visualization / data processing tools
• Proficient in SQL

Travel Requirements: 5%

Job Type: Full-time

Employment Type: FULL_TIME