LogMeIn

  • Sr. Business Intelligence Analyst, Customer Care

    Job Locations US-MA-Boston
    Category
    Customer Care
  • Overview

    The Senior Business Intelligence Analyst develops and supports the C&C BU by analyzing data to provide actionable insights that will enable business improvement efforts across the BU.  The Business Analyst will work in partnership with cross-functional teams to develop the strategy and design of analytics projects as well as synthesize findings into insights for action.  The role will coordinate data analytic activities across the different functions while identifying key metrics for measuring impact and accountability of key initiatives.  The preferred candidate demonstrates advanced skills to analyze and present information in reports, dashboards, and key data visualizations. 

    Responsibilities

    • Partners closely with the Customer Care leadership team, sitting alongside them as they develop strategy, build execution plans, and set KPI targets.
    • Builds and maintains reporting framework that provides Customer Care leadership with the data and insights needed to manage their business thoughtfully and efficiently.
    • Analyzes Customer Success focused reporting to derive insights, helping Success leaders to identify the path to improvement, and ultimately achieve KPI targets; recommends solutions to drive greater optimization.
    • Identifies outlier performance and researches root causes to ensure agents and teams are performing in line with KPIs; recommends solutions to drive greater performance and optimization.
    • Aids management with establishing performance targets and goals for Customer Care by making recommendations based on historical values and input from other analysts/data scientists supporting Customer Care.
    • Works cross functionally to pull in the necessary stakeholders to drive to a positive resolution of gaps/issues/optimizations identified during analysis.
    • Performs text analysis to gain deeper understanding of what types of calls are coming into Inbound Care and to uncover common customer in survey feedback.
    • Serves as business data steward for all Care-related data in partnership with our data team

    Qualifications

    • Bachelor’s degree in Business or analytical field required
    • Generally prefer 5-7 years of related experience supporting a Customer Care organization.
    • 3+ years experience with Salesforce
    • Experience working with relational databases (Oracle, SQL Server, HIVE, etc.) strongly preferred
    • Knowledge of call center operations and associated metrics is strongly preferred
    • Experience with Tableau (or other data visualization tools) preferred
    • Exceptional personal communication and analytical skills
    • Committed to providing objective and unbiased analysis

    About

    LogMeIn simplifies how people connect with each other and the world around them to drive meaningful interactions, deepen relationships, and create better outcomes for individuals and businesses. One of the world’s top 10 public SaaS companies, and a market leader in communication & conferencing, identity & access, and customer engagement & support solutions, LogMeIn has millions of customers spanning virtually every country across the globe. LogMeIn is headquartered in Boston with additional locations across North America, Europe, Middle East, Asia and Australia.

     

    OUR VALUES
    Be Accountable - even when no-one is looking
    Thrive Together - greatness comes from unlocking each other’s potential
    Advance Confidently - we find opportunity and act on it
    Collaborate Openly - our whole is greater than the sum of our parts
    Engage Fearlessly - we speak up and listen

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