Front Office Analyst

3 weeks ago

Calgary, Alberta, Canada CB Canada Full time
Job Summary

The Voice of Customer Analyst will play a critical role in driving business success by providing support in all aspects related to a robust VOC survey and feedback program. This includes collaborating with BPO vendors and internal stakeholders to drive best-in-class performance across key performance indicators specific to VOC data.

Key Responsibilities
  • Collaborate with Direct Energy Service, Escalation, Sales, and Collection Teams to create an exceptional customer experience.
  • Work with Direct Energy's Business Process Outsource vendor to drive improvements and optimize processes.
  • Analyze VOC data from multiple sources, including agent surveys, call listening sessions, and screen capture.
  • Develop strategies to improve agent satisfaction, customer satisfaction, and Net Promoter Scores (NPS).
  • Create Front Office VOC reports and presentations as needed.
  • Develop VOC journey mapping analysis and outline improvements or gaps.
  • Continuously review procedures and processes to facilitate improvements or needed changes.
Requirements
  • Bachelor's degree in Business or a related discipline preferred. Relevant experience will be considered in lieu of education.
  • 3+ years experience with Voice of Customer program or customer feedback/survey initiatives.
  • Analyzing and improving business and customer processes.
  • Contact Center or account management experience.
  • Experience driving customer journey improvements.
  • Experience in electricity, natural gas, or utilities would be an asset.
Additional Knowledge, Skills and Abilities
  • Excellent verbal, written, and interpersonal communication skills.
  • Self-motivated with an ability to multitask and successfully operate in a fast-paced environment.
  • Skilled analytical, time management, and problem-solving abilities.
  • Strong attention to detail.
  • Experience with VOC or feedback programs.
  • Experience with VOC platforms and vendors.
  • Experience with collaboration tools (e.g., Smartsheet, JIRA).
  • Strong Microsoft Office skills (Teams, Word, PowerPoint, Excel).
  • Willingness to work independently and partner effectively with others to achieve desired business results.
  • Understanding of Critical Performance Indicators (CPIs), Key Performance Indicators (KPIs), and Service Level Agreements (SLAs) and how they contribute to business success.
  • Desire to learn new skills and contribute to a fast-paced environment.
Working Conditions
  • Combination of open office environment and working from home.
  • Some overtime required as special projects arise.
  • International travel may be required, which will require a valid passport.

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