Full-Time

Senior Data Analyst

Workforce Management

Posted on 5/23/2024

The Farmer's Dog

The Farmer's Dog

501-1,000 employees

Subscription service delivering human-grade pet food

Consumer Goods

Senior

Nashville, TN, USA

Required Skills
BigQuery
SQL
Data Analysis
Excel/Numbers/Sheets
Requirements
  • Bachelor’s degree or 3+ years of Workforce Management experience
  • 3+ years of work experience with Customer Service data analytics
  • 4+ years of Customer Service work experience
  • Experience with Microsoft Office Suite and Google’s G-Suite (Sheets and Slides)
  • Experience with HR Tools/WFM Software/Google BigQuery/SQL
  • Strong skill of Excel formulas (e.g.,Ranges, VLOOKUP, pivot tables, and conditional formatting)
  • Strong verbal and written communication skills
  • Project Management experience is a plus
  • Experience analyzing data, building reports and presentations, and identifying opportunities based on KPI trends
Responsibilities
  • Performing data analysis tasks such as data validation, building reports for CX, identifying trends, and providing recommendations for action based on findings
  • Building and defining data accuracy across CX reporting needs and KPI’s
  • Owning weekly reporting requirements for Weekly Business Review and Agent performance metrics
  • Identifying big-picture trends across one or more lines of business within CX and working with cross-functional partners to drive results
  • Finding drivers and solutions to issues and matching findings from different sources to improve SLAs and drive efficiency
  • Designing, owning and delivering complex reporting and analysis solutions to provide rich insights on CX data, processes, performance, and quality
  • Conducting deep-dive analysis, maintain, and review new and existing reporting/models ensuring accuracy using Excel, GBQ, and internal WFM Tools
  • Sharing knowledge and insights from reporting, analysis, and tool rollouts with business leaders within CX

The Farmer's Dog

Company Stage

Series D

Total Funding

$168.1M

Headquarters

New York, New York

Founded

2014

Growth & Insights
Headcount

6 month growth

12%

1 year growth

10%

2 year growth

45%

Benefits

Competitive compensation & equity packages

Health, dental, & vision

Parental leave

401k

Flexible PTO

Employee discount