Customer Advocacy Operations Analyst - Reporting

ABOUT SUBARU

Love.

It's what makes Subaru, Subaru®.

And as a leading auto brand in the US, we strive to be More Than a Car Company®.

Subaru LOVE.

It's what makes Subaru, Subaru®.

As a leading auto brand in the US, we strive to be More Than a Car Company®.

Subaru believes in being a positive force in the communities in which we live and work, not just with donations but with actions that set an example for others to follow.

That's what we call our Subaru Love Promise®.

Subaru is a globally renowned automobile manufacturer known for its commitment to innovation, safety, and sustainability.

With a rich history dating back to 1953, Subaru has consistently pushed the boundaries of automotive engineering to deliver vehicles that offer not only exceptional performance but also a unique blend of utility and adventure.

Subaru's company culture is built on collaboration, diversity, and a shared passion for our product.

We foster an inclusive environment that encourages employees to bring their unique perspectives and talents to the table.

Our team members are driven by a common goal: to create exceptional vehicles that inspire and delight our customers.

Summary

Analyzes and optimizes the performance of Subaru of America's (SOA's) contact center operations.

Collects and interprets data, identifies trends, and provides actionable insights to improve efficiency, customer satisfaction, and overall performance.

Collaborates with operations and leadership to identify data needs and deliver insights that drive strategic decisions, as well as with Quality, Training, and Operations teams to provide feedback and support continuous improvement.

This job will support Customer Advocacy Department (CAD) reporting, systems, vendors, or workforce analytics.

Partners closely with various roles in the department to build reports and analysis that help deliver our mission of being the best in the industry.

Combining business acumen with data analysis, provides insights to CAD management and key stakeholders throughout the company as a representation of the voice of our customers and experience of our Advocates.

Responsibilities


* Analyzes essential contact center data to identify trends, patterns, anomalies, and areas for improvement to identify customer-impacting concerns.


* Monitors key performance indicators (KPIs) and provides regular updates on contact center performance.

Produces ad-hoc data trending information and reporting.


* Conducts root cause analysis to identify issues affecting performance and recommend solutions.


* Evaluates the effectiveness of processes/programs and recommends enhancements.

Collaborates with various teams and leaders and provides insights and recommendations based on data analysis to support decision-making and address critical business needs.


* Assists in the development and implementation of new strategies to improve customer service.


* Stays updated on industry trends and best practices in cont...