Job ID: EB-1365578422
Category: FinTech
Location: Atlanta, GA
Flexible on compensation
Atlanta, GA (Wednesdays in office)
Seeking 5+ years of U.S. experience
Direct Hire, Full-time (No C2C)
No Sponsorship
No Relocation
Responsibilities:
- Collect information and generate reports on the key metrics related to Call Center Ops
- Involve in providing day-to-day reporting and analysis around agent level performance, call flow and other communication channels thereby improving customer experience
- Collaborate with CSR teams in identifying potential operational issues and constraints
- Responsible for monitoring and maintenance of core processes, features, and functions
- Ability to understand different process flows and diagnose issues through cross functional collaboration across platforms and teams
- Work with developers, other analysts, and management to support process improvement opportunities
- Effectively prioritize and manage escalations on all issues and concerns
Technical:
- Develop and propose analytical solutions and strategies to tackle business challenges. Collaborate with business teams.
- Collect and organize data from primary and secondary data sources and databases using SQL. Interpret data, structure analyses, and analyze results using statistical techniques, and programming languages (Python, R) to provide recommendations to different business functions
- Analyze data using statistical models and analysis to solve business issues
- Develop basic AI/ML models (e.g., Decision trees, Regression) to support a variety of business outcomes, such as but not limited to underwriting, operations etc.
- Create reports using BI tools (Tableau, PowerBI, Excel) and databases to addresses specific issues
Other:
- Utilize strong interpersonal skills to build and maintain relationships with internal teammates and external vendor partners. Communicate with customers and interface with internal/global team members/functions, as needed, to acquire information and understand key issues
- Wednesdays in Atlanta office
- Problem-solver: ability to think critically, independently and efficiently under pressure
- Must be an innovative problem solver, work well under pressure, display original thinking and creativity, and meet challenges with resourcefulness
BrainWorks, founded in 1991, is a leading executive search firm that prides itself on delivering superior talent to drive business performance. Our consultants are experts in their practice areas, which include CRM, Direct / Database Marketing and Customer Sciences / Advanced Analytics.
The Relationship Marketing and Decision Sciences Practice Group places top performing candidates, from mid-level managers to C-level executives, with companies spanning from entrepreneurial start-ups to Fortune 500’s. Some of the business areas in which these candidates specialize include the following: Statistical Modeling, Advanced Analytics, Web Analytics, Digital Analytics, Customer Analytics, and Campaign Management.
When you partner with BrainWorks you will receive industry expertise coupled with quality, speed and results guaranteeing a great hire. We look forward to having the opportunity to work with you https://brainworksinc.com.
