divh2Senior Analyst - Strategy And Operations (Real Time Operations)/h2pCome join the Intuit Customer Success Real-Time Operation Team! As a Senior Analyst - Strategy and Operations (Real Time Operations), you will operate in a fast-paced Customer Success organization, analyze contact center service level performance, generate insights and recommendations, drive results, and communicate effectively with leaders and partners at multiple levels./ph3Responsibilities/h3ulliLeverage reporting tools to effectively articulate the current state of the Customer Success network, contextualize key performance indicators with operational insights and any relevant cross-functional initiatives, and close loop on any critical callouts or issues/liliDevelop insights and ad-hoc analyses to understand root causes, derive forecasted outcomes to quantify the impact of current trends, and champion end-to-end solutions across all applicable partnering teams/liliLead cross-functional initiatives to optimize performance for the near term (1-2 weeks), medium term (2-4 weeks), and long term (4+ weeks) time horizons/liliCreate net new operating mechanisms, reporting, and modeling to address nuanced problem spaces/liliEffectively communicate complex problem spaces to Sr Leadership - including current state and impact, and paths to resolution/liliPrioritize competing tasks, foster stakeholder buy-in, manage multiple projects, and communicate progress effectively/liliAutonomously own intraday operational adjustments and configuration changes (queue creation, routing adjustments, etc), and proactively optimize associated processes/li/ulh3Qualifications/h3ulli5+ years experience with Contact Center operations/liliWorking knowledge of contact center queue management systems (Amazon Connect, Grafana, or similar contact center tooling)/liliIndustry knowledge and experience managing contact center Key Performance Indicators (Average Handle Time, Abandon Rate, Average Speed of Answer, Service Level Agreements etc.)/liliStrong interpersonal skills and ability to work well in dynamic matrix team environments/liliExperience with analytics to understand, manipulate and report data in an impactful way/liliAbility to work independently and navigate ambiguity/liliFlexibility with work schedule to cover business hours is a must (*Including weekends/holidays)/li/ulpIntuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs. Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is: Southern California Area: $124,500 - $162,750/p/div
Senior Analyst - Strategy Operations (Real Time Operations) • San Diego, CA, United States
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