Customer Experience Sr AnalystNewS049 Advantage ProgramS04

Customer Experience Sr Analyst

Job Title: Customer Experience Sr Analyst

Reports To: Sr. Director, Customer Care

Status: Full-Time

Location Address: 3400 N Central Expy, Suite 410, Richardson, TX, 75080

Work Type: Hybrid (Tues, Weds, Thurs in-office)

Join the team of experts and realize your true potential!

Why You Should Join the Service Experts Team? Our team consists of the very best; we believe in doing what is right for our customers and our employees. We provide our employees with training support and an opportunity for unlimited professional growth. Join us and become an EXPERT!

Job Summary We are looking for a Customer Experience Sr. Analyst to drive efficiency and performance within our Customer Care operations. This role will focus on analyzing workforce trends, identifying process & performance gaps, optimizing revenue opportunities, and supporting process improvement initiatives. Additionally, this role will play a key part in enhancing our contact center technology, including enhanced IVR solutions, voice AI, chatbots, and automation tools to improve customer interactions and workforce efficiency. The ideal candidate will be highly analytical and detail-oriented, and should have experience in workforce optimization, reporting, forecasting, operational enhancements, project management, compiling and documenting business requirements, and testing and implementing call center technology.

Key Responsibilities:

Workforce Optimization & Analysis:

• Govern WFM practice with outsourced call center partner, and assist with forecasting, scheduling, and real-time adjustments to ensure service level targets are met.
• Monitor and analyze call volume trends, staffing efficiency, and operational performance.
• Forecast impact to workforce utilization as new contract channels are implemented.
• Identify and report on inefficiencies, including shrinkage, occupancy, adherence, and call handling times.
• Provide insights and recommendations on staffing strategies to improve overall call center performance.

Process Improvement & Performance Enhancement:

• Analyze customer data to identify operational/process gaps impacting our ability to deliver optimal and positive customer experiences.
• Conduct root cause analysis on operational challenges and propose data-driven solutions.
• Identify trends affecting business performance and customer experience, developing strategies for improvement.
• Create reports and develop presentations and clearly articulate findings and strategies to senior leadership.
• Partner with leadership to optimize workforce and customer contact strategies to maximize revenues.
• Track and report key performance indicators (KPIs), creating dashboards and visual reports to communicate insights.

System Enhancements & Call Center Technology (Automation Focus):

• Support the selection, implementation and optimization of AI-powered technologies such as voice AI, chatbots, and intelligent virtual assistants to enhance customer interactions.
• Work closely with business stakeholders, IT, and vendors to deploy AI-driven contact center technology (ex. call routing, automated responses, and self-service solutions).
• Assist in configuring and maintaining workforce management tools to ensure accurate forecasting, scheduling, and real-time adjustments.
• Evaluate and recommend AI-driven tools to optimize customer touchpoints, deliver first call resolution, improve agent performance, and enhance customer experiences.
• Stay up to date on emerging call center technologies, including automation, machine learning, and predictive analytics.

Technical & Project Support:

• Work closely with IT and workforce management teams to enhance system capabilities and automation.
• Support the development and implementation of workforce management tools and AI-driven process improvements.
• Write business requirements, testing new features, and ensuring successful implementation of AI and automation projects.
• Collaborate with cross-functional teams to ensure seamless integration of AI solutions with workforce management systems.

Finance and Budgeting:

• Assist in the annual budgeting process by analyzing department financial data and defining forecasted expenditures.
• Provide insights to forecasted headcount requirements to support financial planning for the upcoming fiscal year.
• Assist with tracking department expenditures and analyze forecasted spend compared to budget.

Qualifications & Skills:

• Bachelor's degree in Business, Operations Management, Data Analytics, or a related field.
• 4+ years of experience in workforce management, operations analysis, process improvement, and/or call center technology.
• Project Management or previous involvement in enterprise level projects in a Project Manager, Coordinator, or Business Analyst experience is preferred.
• Strong analytical skills with experience in forecasting, reporting, and data visualization.
• Familiarity with workforce management tools
• Experience with AI-driven call center technologies such as voice AI, chatbots, or automation tools.
• Familiarity with call center systems such as IVR, ACD, CRM, and AI-powered customer engagement platforms.
• Experience with data analysis tools (Excel, SQL, Power BI, Tableau) is a plus.
• Ability to interpret data, generate insights, and present findings to leadership.
• Strong attention to detail and problem-solving abilities.
• Must be able to present findings, concepts, and recommendations to executive leadership team.
• Experience in process improvement methodologies (Lean, Six Sigma) is a plus.

What Do We Offer You as a Service Experts Employee? Service Experts offers a comprehensive benefits package designed to support employees and their families in managing their health and wellness needs, including:

• Competitive Pay with incentive opportunities
• Paid Time Off and Company Holiday Pay
• Medical, Dental, and Vision Insurance programs
• 401(k) Retirement Savings Plan with company matching contributions
• Life Insurance and disability insurance options
• Supplemental benefit programs
• World Class Training opportunities through our Experts University
• Career Development opportunities

Service Experts Heating & Air Conditioning is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

The job description is not intended to be a complete list of all responsibilities, duties, or skills required for the job and is subject to review and change at any time with or without notice in accordance with the needs of Service Experts.

Service Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodation upon request for individuals to participate in the application and hiring process.