Job Overview

The Customer Experience Analyst performs highly responsible work focused on analysis, trending, and forecasting for the customer contact center to ensure workforce optimization and excellent customer experience. Responsibilities include collection of metrics, feedback, and data, to provide reports and analysis for the customer contact center. Assist with the development and use of metrics and research methods to best collect, analyze, and recommend processes or solutions for workforce optimization. The position will be responsible for helping to create and use dashboards and other tools to provide continuous and timely data to analyze both the customer experience and contact center operations. Uses timely information so call queues and assignments can be adjusted dynamically based on business needs to ensure effective contact center operations and work force optimization.

Salary

$35,796 - $45,656

Benefits

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Minimum Qualifications Required

• Graduation from high school or possession of a GED certificate; AND
• Three years as a customer experience analyst in a call center or intake area; OR
• An equivalent combination of education, training, and experience that would reasonably be expected to provide the job-related competencies noted above.

Duties and Responsibilities

Note: The following duties are illustrative and not exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Depending on assigned area of responsibility, incumbents in the position may perform one or more of the activities described below.

• Must be able to understand and communicate the analytics story through a robust set of metrics and data visualizations to influence service strategy. Assists in ensuring a strong reporting capability in our contact center ecosystem.
• Monitors and reports any issues with contact center procedures, work balance, equipment, systems or software that could impact operations, delivery of service, or customer service quality.
• Leverage analytics to evaluate business impact, track the usage and define efficiency of customer service.
• Uses dashboards, reports, and software to research, investigate, and document advanced or complex customer service trends or issues.
• Refines or develops new procedures or guidelines.
• May assist manager, when applicable, with performance management by providing input on performance ratings, and identifying achievements and opportunities for improvement.
• Operates systems and software to review data and schedules for workforce optimization.
• Uses timely data and reporting so call queues and assignments can be adjusted dynamically based on business needs to ensure effective contact center operations and work force optimization.
• Works with operations team and/or management to provide updates, notifications of trends, or guidance, and may request information or feedback regarding data results or analytics.
• May supervise the work of other staff.
• Provides customer service support or related duties when required by the Office of Emergency Management.
• Performs other related duties as required.

Job Specifications

• Knowledge of contact center operations and customer service best practices.
• Experience in reviewing and using data to implement workforce planning and optimization activities.
• Ability to communicate effectively both orally and in writing.
• Ability to evaluate information and use good judgment in complex circumstances to determine best course of action.
• Ability to track and report Contact Center Key Performance Metrics.
• Skill in analytic assessments and providing recommendations based on data trending and analysis.
• Ability to leverage analytics to evaluate business impact, track the usage and define efficiency for contact center operations.
• Ability to prioritize the work of a team.
• Ability to train others in customer service duties or reporting.
• Knowledge and understanding of policy implications and an understanding of the impact on the County.
• Make sound decisions that align with organizational strategies and values that fall within established procedures or processes.
• Ability to adjust communication content and style to meet the needs of diverse stakeholders.
• Ability to create, report, and present new reporting based on the needs and requirements.

Physical Requirements

• Employees will be in an office environment in a sedentary position.

Work Category

• Sedentary work - Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

Emergency Management Responsibilities

In the event of an emergency or disaster, an employee may be required to respond promptly to duties and responsibilities as assigned by the employee’s department, the County’s Office of Emergency Management, or County Administration. Such assignments may be for before, during or after the emergency/disaster.

Additional Job Requirements

A department, depending on the nature of its mission and operations, may require that employees in all or certain positions in this job classification:

• Criminal History Background Check using Florida Department of Law Enforcement (FDLE) Criminal Justice Information Services (CJIS)
• Level 1 and Level 2 Background screening (Ch. 435 Florida Statutes)
• Child Abuse, Abandonment and Neglect Record Check using the State Automated Child Welfare Information System (SACWIS)
• Sex Offender and Sexual Predator record check using the list maintained by the Florida Department of Law Enforcement (FDLE)

Core Competencies

• Customer Commitment - Proactively seeks to understand the needs of the customers and provide the highest standards of service.
• Dedication to Professionalism and Integrity - Demonstrates and promotes fair, honest, professional and ethical behaviors that establishes trust throughout the organization and with the public we serve.
• Organizational Excellence - Takes ownership for excellence through one's personal effectiveness and dedication to the continuous improvement of our operations.
• Success through Teamwork - Collaborates and builds partnerships through trust and the open exchange of diverse ideas and perspectives to achieve organizational goals.