Operations Analyst II
Company Name:
Charter Communications
## Description
JOB SUMMARY
Responsible for gathering data from various systems and sources to perform financial analysis, trending, forecasting, and business impact. Reviews data for enterprise wide Customer Care operations, programs and initiatives that support and enhance the Company s commitment to customer satisfaction and revenue growth.
ESSENTIAL FUNCTIONS OF THE POSITION
_Contribute to the Company vision of being the industry leader in customer service through quality, commitment, courtesy and teamwork
_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
PREFERRED QUALIFICATIONS
A. Skills/Abilities and Knowledge
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to analyze key performance indicators/metrics
Ability to manager 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.)
Knowledge of general accounting and billing procedures
Vision ability: close vision, peripheral vision, and ability to adjust focus
B. Education (level and type)
Bachelor s Degree in Business, Statistics, Math, Economics from a four-year college university; or related field, equivalent training, education and experience
C. Related Work Experience Number Of Years
Quantitative Analysis work experience 3
Knowledge of call center metrics and key performance indicators preferred
Knowledge of cable industry preferred
Knowledge of cable billing systems preferred
D. Certifications and/or Licenses
Valid driver s license, satisfactory driving record within Company required standards and auto insurance
WORKING CONDITIONS
Office environment
Travel less than 10% of the time
## Qualifications
Primary Location: US-Minnesota-ROCHESTER
Req ID: 1403857Estimated Salary: $20 to $28 per hour based on qualifications.
Charter Communications
## Description
JOB SUMMARY
Responsible for gathering data from various systems and sources to perform financial analysis, trending, forecasting, and business impact. Reviews data for enterprise wide Customer Care operations, programs and initiatives that support and enhance the Company s commitment to customer satisfaction and revenue growth.
ESSENTIAL FUNCTIONS OF THE POSITION
_Contribute to the Company vision of being the industry leader in customer service through quality, commitment, courtesy and teamwork
_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
PREFERRED QUALIFICATIONS
A. Skills/Abilities and Knowledge
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to analyze key performance indicators/metrics
Ability to manager 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.)
Knowledge of general accounting and billing procedures
Vision ability: close vision, peripheral vision, and ability to adjust focus
B. Education (level and type)
Bachelor s Degree in Business, Statistics, Math, Economics from a four-year college university; or related field, equivalent training, education and experience
C. Related Work Experience Number Of Years
Quantitative Analysis work experience 3
Knowledge of call center metrics and key performance indicators preferred
Knowledge of cable industry preferred
Knowledge of cable billing systems preferred
D. Certifications and/or Licenses
Valid driver s license, satisfactory driving record within Company required standards and auto insurance
WORKING CONDITIONS
Office environment
Travel less than 10% of the time
## Qualifications
Primary Location: US-Minnesota-ROCHESTER
Req ID: 1403857Estimated Salary: $20 to $28 per hour based on qualifications.
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