XTN-0951746 | REPORTS ANALYST

Zenni is hiring for a Sr. Customer Service Reports Analyst.  The ideal candidate is intellectually curious, data-driven, technical, and business oriented. They will become an expert in our full suite of customer analytics, conduct in depth analysis into contact center metrics, create dashboards for self-servicing KPIs, and build production-grade data models to serve as the foundation for customer analytics. Reporting to the Manager, Voice-of-Customer, the Reports Analyst will partner across the global Customer Service organization and partner with Zenni’s Data Engineering team.

• Healthcare
• Generous PTO
• 13th Month Pay
• Monthly De Minimis
• Annual Zenni Gift Card - to use towards our products

• Analyze data and metrics on Customer Service team operations and performance
• Regularly report to internal Zenni stakeholders of all levels
• Identify trends to optimize performance
• Build, own, and maintain a system of data models, transforming raw data into aggregated tables that feed into dashboards and ad hoc investigations
• Design metrics and production dashboards using data visualization tools to create visibility into customer service health
• Maintain and iterate on your dashboards to continue to drive increased value through additional business insights
• Monitor business health and deep-dive trends to surface actionable insights and recommendations and then measure results once plans are implemented
• Identify service anomalies based on user interaction patterns to minimize the occurrence of customer complaints
• Interface with cross-functional stakeholders to partner on data-informed strategic decision-making

• Bachelor's degree with a background in Math, Economics, Statistics, or other quantitative fields
• 2+ years of experience in Data Analytics
• Experience with a data visualization tool (e.g. Looker)
• Excellent verbal and written English communication skills
• Strong problem-solving skills and the ability to propose innovative solutions
• Effective project management skills with the ability to prioritize and manage multiple tasks
• Extensive SQL Skills
• Knowledge of CRM and CCaaS systems and their integration with business processes
• Analytical thinking with a focus on translating data insights into actionable strategies