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Data Analyst

Posted 14 days ago

MATRIX seeks a Churn and Data Analyst to join our team in a 100% Remote role!  This is a Contract-to-Perm opportunity with our client, an established leader in the Digital Cloud industry.

Our client, founded over 20 years ago, is using significant funding to expand their business, and they need your experience on their Data Analytics team that focuses on client churn factors and mitigation.

You will assist with analyzing customer churn patterns, administering customer satisfaction surveys, reporting on key performance metrics, general data analysis, and supporting retention programs.

Duties & Responsibilities:

  • Assist with customer/data analysis and programs related to churn mitigation
  • Identify and communicate process and systems modifications that improve the overall customer experience and reduce churn
  • Work with IT when necessary to acquire data used for analysis projects. Provide statistical analysis of data as needed.
  • Monitor churn-mitigation projects to assess effectiveness
  • Administer customer satisfaction survey processes including sending surveys, compiling survey data, distributing reports to stakeholders, and maintaining surveys
  • Research accounts when necessary to assess root causes for churn
  • Produce and present fact-based analysis findings to management
  • Suggest process improvements related to improving customer opinion, as identified by analysis
  • Assist Operations Managers with Monitoring key metrics to ensure customer expectations and monthly business objectives are being met
  • Document procedures and best practices
  • May also perform additional duties such as; project management and any additional reporting deemed necessary to the support the Customer Service Organization

Required Knowledge & Skills:

  • Proficient in Excel, Access, Word and Power Point
  • Knowledge of Salesforce, Broadsoft Analyzer a plus
  • Excellent troubleshooting, analytical and communication skills
  • Understanding of and capabilities to perform statistical analysis
  • Desire and ability to quickly learn processes and systems
  • Strong listening and writing skills
  • Self-starter who can work effectively both independently and in a team environment
  • Ability to manage multiple projects simultaneously
  • Understanding of basic voice and data networking concepts
  • Able to work efficiently and manage priorities                
  • Creative problem-solving skills, resourceful and effective in making decisions

Required/Preferred Education & Experience:

  • Statistics or Computer Science Degree or equivalent expertise
  • Experience summarizing and analyzing data for director and executive level audiences
  • Telecommunications industry experience and/or Production Internet services, ASP, CLEC, ILEC, or DLEC experience
  • Experience using Workforce Management systems would be a plus
  • 1+ years’ experience in Call Center Support and Tech Support environments would be a plus
  • Experience in technical writing, newsletters or other publications would be a plus
If this sounds like you, please apply today to begin a conversation about this opportunity!