Experienced Full Stack Customer Care Analyst – Performance Analytics and Reporting Expert (Remote Work from Home)

Are you a detail-oriented and analytical individual with a passion for delivering exceptional customer experiences? Do you have a knack for turning data into actionable insights that drive business growth? If so, we invite you to join the team at blithequark as a Full Stack Customer Care Analyst – Performance Analytics and Reporting Expert. In this role, you will play a critical part in shaping the future of customer care at blithequark, leveraging your expertise in data analysis, reporting, and process improvement to drive business outcomes.

About blithequark

blithequark is a leading airline that has revolutionized the way people travel. With a commitment to delivering exceptional customer experiences, we have built a reputation for excellence in the industry. Our team is passionate about innovation, customer-centricity, and continuous improvement. As a Full Stack Customer Care Analyst, you will be part of a dynamic team that is shaping the future of customer care at blithequark.

Key Responsibilities

As a Full Stack Customer Care Analyst, you will be responsible for:

• Researching and analyzing customer care performance metrics, including but not limited to average handle time (AHT), escalation rates, after-call work (ACW), First Call Resolution (FCR), and customer satisfaction scores (CSAT)
• Identifying trends and patterns in customer care data to inform business decisions and drive process improvements
• Developing and maintaining dashboards and reports to track customer care performance and provide insights to stakeholders
• Collaborating with the Customer Care Leadership team to design and implement prize and recognition programs for top-performing customer care agents
• Working with a team of analysts to automate reporting and analytics for customer care metrics using tools like Power BI, Snowflake, and Tableau
• Participating in Contact Center as a Service (CCaaS) execution to develop dashboards and reports that identify customer patterns and trends
• Performing other duties as assigned

Essential Qualifications

* Bachelor's degree in a related field

• One (1) year of experience in a related field, such as customer care, analytics, or business intelligence
• Strong analytical and problem-solving skills, with the ability to collect, analyze, and interpret complex data
• Excellent verbal and written communication skills, with the ability to present findings and recommendations to stakeholders
• Proficiency in Microsoft Office, including Excel, PowerPoint, and Word
• Experience with data visualization tools, such as Power BI, Tableau, or Qlik
• Strong SQL skills, with the ability to write complex queries and manipulate data
• Ability to work independently and collaboratively in a fast-paced environment

Preferred Qualifications

* Four-year degree in a related field

• Two (2) years of experience in a related field, preferably in the airline or travel industry
• Experience with Microsoft Dynamics and Streams
• Knowledge of Avaya CMS data sets and estimations or Amazon Associate contact records
• Familiarity with Angle Planning Suite
• Ability to work independently and in a high-pressure team environment
• Strong customer service and communication skills, with the ability to work with diverse stakeholders

Work Environment and Culture

As a Full Stack Customer Care Analyst, you will work in a fast-paced and dynamic environment that is committed to delivering exceptional customer experiences. You will be part of a team that is passionate about innovation, customer-centricity, and continuous improvement. Our work environment is collaborative, inclusive, and supportive, with a focus on employee well-being and development.

Compensation and Benefits

We offer a competitive salary range of $35-$45 per year, depending on experience. In addition, we offer a comprehensive benefits package, including:

• Medical, dental, and vision insurance
• 401(k) matching program
• Paid time off and holidays
• Professional development opportunities
• Access to the latest technology and tools

How to Apply

If you are a motivated and analytical individual with a passion for delivering exceptional customer experiences, we invite you to apply for the Full Stack Customer Care Analyst – Performance Analytics and Reporting Expert role at blithequark. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you!

Equal Employment Opportunity

blithequark is an equal employment opportunity employer, committed to diversity and inclusion in the workplace. We welcome applications from qualified candidates of all backgrounds and perspectives. Apply for this job