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 :

System Enhancements & Call Center Technology (Automation Focus) :

Technical & Project Support :

Finance and Budgeting :

Qualifications & Skills :

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 :

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.