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Data Analyst- Customer Operations

Company: Fluidra North America
Location: Carlsbad
Posted on: May 15, 2022

Job Description:

Fluidra is seeking a CX Analyst -to join our teamat our North American Headquarters in Carlsbad, CA.WHY WORK FOR FLUIDRA?We are a leader in the global pool industry. Our portfolio includes some of the most trusted brands; we offer our customers an expansive array of products across both the residential and commercial pool and wellness markets; and we have strong geographical footprint with operations in over 45 countries. With our merger with Zodiac, we now have over 5,500 employees and the combined resources to accelerate innovation in critical areas like energy-efficiency, robotics and the Internet of Things.We are guided by clear values and come to work every day with a simple and direct mission in mind: To create the perfect pool and wellness experience. By staying focused on this mission, we will create value for all our stakeholders-customers, pool owners, investors and employees.We own a portfolio of some of the industry's most recognized and trusted brands, including Jandy -, AstralPool -, Polaris -, Cepex -, Zodiac -, CTX Professional - and Gre -.WHAT YOU WILL CONTRIBUTEThe CX Analyst is responsible for supporting the cloud based phone system (In Contact) this involves, reporting, queues, Workforce maintenance and reassigning employees as well as report out of weekly metrics. - The Analyst is also responsible for assisting with Warranty reporting through ZWCS, Salesforce and Oracle. - This position will report and analyze for CX and Field Service.This position will have an active role in the monthly reporting and analysis, ad hoc reporting, budgeting, forecasting and projections. The CX Analyst participates in the reporting and analytics function to support the Customer Experience Team and the Field Service Team. - The individual is advanced with data and technology management including In Contact, Salesforce, Warranty Claims System, analysis of numbers, metrics management and reporting. The CX Analyst has expert working knowledge of the utilization and manipulation of business intelligence through various tools such Oracle, BI, and Excel.Additionally, you will:

  • Provide analytical, reporting, presentation, and Excel support to CX and Service.
  • Converting raw phone and Oracle data into summarized, consumable reports
  • Deliver reports in a clear manner to executives and senior leadership
  • Create and maintain multiple dashboards
  • Work closely with IT department as liaison for business intelligence reports
  • Deep analysis on how service activities and CX activities impact our customer experience.
  • Attend Phone meetings and manage setup of phone queues
  • Setup hold messages on phones
  • Workflow analysis in InContactWHAT WE SEEK
    • 3+ years working with Consumer Products
    • 4+ years in a call center/service center
    • Must be able to learn new systems
    • Must have Excel skills
    • Must have knowledge of reporting
    • Knowledge of cloud-based phone system (InContact)
    • Previous work with Oracle
    • Advanced knowledge of business intelligence tools (OBIEE, Oracle)
    • Advanced knowledge Excel (especially advanced level pivot tables)
    • Intermediate knowledge PowerPoint
    • Effective utilization of Microsoft Office tools
    • VBA and Access skills a plus
    • Strong business acumen
    • Excellent process improvement and problem resolution skills.
    • Ability to work within a team environment to achieve results
    • Daily contact requires courtesy, discretion, trust, honesty, sound judgment.
    • Strong relationship building and rapport skills, ability to communicate effectively at all levels
    • Math and analytical skills
    • Determined; driven to succeed, enthusiastic, passionate, personable
    • Experienced -with a Cloud based phone system - In contactEDUCATIONHigh school diploma or equivalent required. Some college preferred.WHAT WE OFFERAn exciting opportunity to dive in and begin your career with a company that offers a competitive total rewards package that includes:
      • Alternate work week schedule (EVERY OTHER FRIDAY OFF!)
      • Full range of health benefits including medical, dental & vision, short & long-term disability
      • 401(K) matching (100% of first 3% contributed, 50% of the next 2%)
      • Health and wellness programs / gym reimbursement
      • Educational assistance up to $7,000 per year
      • On-site self-service caf-- / free gourmet coffee stations
      • Company sponsored FUN events!
      • On-site gym, ping-pong, foosball, outdoor bocce ball court, BBQ & firepit
      • Generous product discountsIn the pursuit of product excellence, Fluidra takes its corporate values to heart. We implement these guiding principles in everything we do:passion for success,honesty & trust, customer collaboration,teamwork,learn and adapt, excellence and Innovation.For a deeper dive into our corporate culture,.#ZIP

Keywords: Fluidra North America, San Diego , Data Analyst- Customer Operations, Professions , Carlsbad, California

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