This job has expired, please see additional jobs below
Director, Analytics
Comcast
Centennial, CO, United States
Job Details - this job has expired, please see similar jobs below
Job Summary:
Responsible for overseeing analytics for West Division Customer Experience. Manages and improves the efficacy of metrics scorecard and publishes key dashboards to drive alignment and behavior across Regions. Conducts studies and makes recommendations to drive improvements that ensure a return on investment through transaction reduction or improved satisfaction. Develops, implements, and monitors analytics to ensure strategies are achieving customer satisfaction. Provides leadership and direction for team which may include multiple functional areas. Develops and implements strategy for functional area(s).
Primary Responsibilities:
Develops, implements, and monitors analytics program to cover items such as:
• Net Promoter System and Voice of Customer Programs
• Agent Contact Rate
• First Call Resolution
• Combined TC Rates
• Insights Data
• Customer Satisfaction
• ER Ticket Data
• Repeat Calls
• Service Call on Install
• IVR Data
• Escalations Data
• Natural Language Data
• IP Agent
• Contact Rate by Device
Core Responsibilities:
• Reviews monthly financial statements and conducts variance analyses as required.
• Establishes monitors and reports on capital and operating expenditures.
• Provides Accounting department with monthly reporting information for financial statement preparation.
• Facilitates the preparation of annual budgets.
• Selects trains directs and motivates department personnel.
• Develops implements and maintains internal controls to safeguard Company assets.
• Provides all month-end information for financial statement preparation to Accounting department management.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Regular consistent and punctual attendance. Must be able to work nights and weekends variable schedule(s) as necessary.
• Other duties and responsibilities as assigned.
Job Specification:
• Bachelors Degree
• Generally requires 10 years related experience
Additional Requirements:
• Job will be located in Denver, CO
• Manage a small number of analyst that do deep analytics and develop dashboards that support initiatives. Some of team may be remote reports.
• Develop team in use of key analytic tools like Hadoop, Tableau, Sequel, SaaS etc.
• Build partnerships with Sales and Marketing reporting, Division reporting and Corporate EBI to determine most effective way to accomplish report, dashboard objectives
• Strong knowledge of the business and how data can most effectively be measured/calculated to drive desired customer experience outcomes.
Comcast is an EOE/Veterans/Disabled/LGBT employer