Operations Analyst II-Ops
Date Posted: November 4, 2020
Deadline: July 15, 2016
Organization: Charter Communications
City: Simpsonville, SC
Website: View Website
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to communicate orally and in writing in a clear and straightforward manner Ability to analyze key performance indicators/metrics Ability to manage multiple projects Ability to prioritize and organize effectively Ability to maintain confidentiality Ability to use personal computer and software applications (i.e. MS Office, Visio, etc.)
Strong relationship building skills with ability to collaborate and work effectively with internal colleagues and customers
Knowledge of general accounting and billing procedures Vision ability: close vision, peripheral vision, and ability to adjust focus Education
Bachelor?s Degree in Business, Statistics, Math, Economics from a four-year college university; or related field, equivalent training, education and experience Valid driver?s license, satisfactory driving record within Company required standards and auto insurance.
Related Work Experience
Quantitative Analysis work experience- 3 years
Call center metrics and key performance indicators preferred Cable industry preferred Cable billing systems preferred
The primary focus of this position will be to identify and report on trends and process improvement opportunity. They will work directly with identified business partners to discuss and propose change, as a direct result of root cause analysis performed and trending complete. Responsible for the process analysis, flow design and documentation related to the integration of new strategic initiatives into existing and future operations. This includes maintaining documentation for existing processes and procedures as well as understand and documenting the integration of new systems in to the process.
Responsible for gathering data from various systems and sources to perform analysis, trending, forecasting, and business impact. Reviews data that support and enhance the Company?s commitment to customer satisfaction and revenue growth.
MAJOR DUTIES AND RESPONSIBILITIES:
Actively and consistently support all efforts to simplify and enhance the customer experience
Performs analysis, trending and communication of key performance indicators and business initiatives Monitor and review reports and records of activities to ensure progress is being accomplished toward specified program/project objectives and recommend changes in methodology as required to attain business objectives Makes recommendations based on data for process improvement and strategic business decision making Create company-wide benchmark reports and interprets results in order to improve overall operations Create reports and data driven presentations with impact - identifies trends and occurrences in data and translates findings into various mediums including text, charts, graphs, displays, tables Investigate and perform root cause analysis of complex nature Compile Executive level reporting as required Individual will work with various call centers and cross-functional departments Perform other duties as requested by supervisor