Data Reporting Analyst (Care Operations)

US - CO - Englewood, US - Remote Ref #11042 23-Dec-2021

Job description

One team. Global challenges. Infinite opportunities. At Viasat, we’re on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate. We’re looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.

Job Responsibilities
  • Tracks trends and analyzes historical pattern(s) and data to provide alternate business strategies to all business owners. Works within leadership team to adjust business strategies to accommodate variances to initial plans.
  • Drive reporting initiatives, including the development of Care Ops dashboards and metric scorecards and operational reporting. Drives the development and implementation of corporate strategies for reporting automation.
  • Manages productivity goals by effectively balancing transaction volume and resources among all Viasat Care center operations, including third party partners. Interfaces with Vendor Managers, Trainers, Process Developers and Technology Managers to identify data gaps and develop solutions to meet the stakeholders needs.
  • Works with Viasat Marketing and operational entities to plan for new initiatives, programs and models that may impact or change the Care operational model, costs, or service levels. 
  • Communicates analysis, trends and risks or concerns with operational performance, impacts or initiatives.
  • Performs analysis of Customer Care projects, programs, and operations; develops new reports in response to unique project and management needs. 
  • Develop and analyze intra-day, daily, weekly, monthly, and year-to-date statistical reports, as well as ad hoc reporting requests for various internal departments.
  • Work with core team members to divide and conquer inbound workload and drive regular outputs to key stakeholders within the department as well as cross functionally with other teams.
  • Participate as a team member on project driven initiatives to meet key milestones, deadlines and perform post-mortem analysis on what worked well and not so well, identifying areas for improvement on the next initiative.

Requirements
  • 3+ years of experience in a similar role.
  • Bachelor's degree in a related study or additional equivalent work experience.
  • Strong leadership and organizational abilities, demonstrated through related work experience.
  • Outstanding decision making, active listening and consultation skills.
  • Ability to work both cooperatively with all levels of management, persons of differing skill sets and as an individual contributor.
  • Strong process orientation with the ability to understand the strategic and tactical link between business processes and the financial success of the business.
  • Flexible to work on multiple projects/assignments at once when there is no ability to handle a single ask from start to finish.
  • Proficient in data mining via SQL through various data sets and relational databases.
  • Mastery of developing ETL workflows to aggregate data from multiple sources with tools like Alteryx or Python.
  • Experience creating compelling visualizations in the form of operational dashboards in Tableau or Power BI.
  • Ability to automate ETL workflows and publishing of data to dashboards as well as error logging to alert the team when automation fails.
  • Solid analytical and reasoning abilities, including high level of strategic thinking and ability to articulate strategy through the analysis of data and presentation to all levels of the business.
  • Expert in translating metrics and reporting concepts to all levels of the organization.
  • Excellent project management skills with proven track record of effectively managing large, complex projects on time and to completion.
  • U.S Citizenship required
  • Up to 10% travel.

Preferences
  • Contact Center background.
  • Strong understanding of Contact Center tools including IVR, Workforce Management, Quality Management, Field Service Management and Customer Relationship Management systems as well as other proprietary systems.
  • A passion to learn more and expand soft skills to other analytical and data science tools through online resources like Udemy.
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Additional Requirements and information

Minimum education:

BA/BS or equivalent experience

Years of experience:

3-5 years

Travel:

Up to 10%

Citizenship:

US Citizenship Required

Clearance:

None

Worker Classification:

Regular
At Viasat, we consider many factors when it comes to compensation, including the scope of the position as well as your background and experience. The starting salary for this position is $70,600 annually, but an offered salary may be higher depending on your skills, qualifications, and experience. This position may also be eligible for other cash or stock incentives, including Viasat’s Employee Stock Purchase Program, which allows Viasat employees to purchase Viasat stock at a discount. Learn more about Viasat’s comprehensive benefit offerings that are focused on your holistic health and wellness.

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Viasat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status or characteristic.

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