ZeniMax Jobs

Customer Service Data Analyst

Division: ZeniMax Online Studios | Department: Customer Support | Location: Hunt Valley , MD, US

Customer Service Data Analyst

 

The Customer Service Data Analyst is responsible for creating, running and maintaining business reports for our Customer Service operation and analyzing data to provide actionable insight to management.  Reporting and analysis will include contact center metrics, product insights, service quality, operational performance and employee performance.  Successful candidates will be highly analytical, tech-savvy, detail-oriented individuals with research ability and experience in contact centers.

 

Responsibilities:

 

  • Generate reports and operational dashboards for the Customer Support organization
    • Generate data and run reports on-demand and on a schedule
    • Manage and develop dashboards to provide operational insights in real time
    • Define and configure new CS reports and dashboards based on operational requirements
  • Analyze operational data and customer trends to provide actionable insight to CS management
    • Proactively monitor operational and customer trends for the purpose of business analysis and improvement
    • Conduct research projects and custom analysis when specific insight is required
  • Maintain and configure reporting tools for the CS service platform
    • Maintain functional ability with all CS reporting tools and technology
    • Learn the required configuration methods to (coding, scripting)
  • Position may include other duties as assigned to support the business

 

Requirements:

 

  • Bachelor’s degree or equivalent experience
  • 3 years of experience in a high volume contact center
  • Generate and distribute reports using Oracle Service Cloud (OSvC)
  • Experience with contact center tools and customer service systems
  • Solid understanding of contact center practices, concepts, and vocabulary
  • Technical savvy
  • Strong statistical and mathematical skills
  • Strong research skills
  • Strong customer service ethic
  • Professional communications and presentation skills to all levels of leadership
  • Expertise with productivity software, including Microsoft Office

 

Desired Skills (Optional):

 

  • Experience in the entertainment software industry
  • Knowledge and passion for massively multiplayer online games
  • Fluency in additional languages
  • Basic coding, scripting, or database ability
  • Experience with reporting and business intelligence tools (example: Oracle Service Cloud (OSvC, Splunk, Tableu Crystal Reports, etc.)

 

How to Apply

To apply for this position you will be redirected to the job submission form at Taleo.com, our third-party applicant tracking system. While Taleo.com is not hosted by ZeniMax Media and does not fall under our Privacy Policy, only employees of our Human Resources department will be able to view your submitted information. Information collected via the job submission form is subject to Taleo.com’s privacy policy.

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