Execute customer experience (CX) strategies and perform detailed analyses to track performance against departmental objectives.
Write and optimize SQL queries and use analytical tools to generate insights from interaction and operational datasets.
Create, build and refine call categories ensuring consistent accurate and relevant results
Prepare and present findings to internal stakeholders and external clients, representing the Client Care Organization on calls and in meetings.
Drive organizational change by leading medium
to long-term initiatives and guiding small project teams to deliver against initiative goals.
Produce documentation, communications, and executive-ready presentations that meet corporate and department performance metrics.
Manage multiple concurrent projects and maintain project plans while fostering cross-functional relationships across business units.

Experience in Verint interaction analytics and workforce engagement for CX measurement and reporting.
Advanced experience in Microsoft Excel including VLOOKUP, Power Query, PivotTables, and advanced formulas for dataset analysis.
Experience in Microsoft PowerPoint for preparing executive-level presentations and client-facing slide decks.
Experience in CRM or support platforms (e.g., Salesforce Service Cloud, Zendesk)
Bachelor’s degree or 4+ years of equivalent combination of educational background, related experience, and/or military experience.
Experience in Power BI or Tableau for visualization and reporting.
Experience in SQL for querying, joining, and transforming large interaction and transactional datasets.
Experience performing statistical analysis or scripting with Python or R for advanced analytics.
Familiarity with VoC metrics and frameworks such as NPS, CSAT, CES, and root-cause analysis.
Prior exposure to contact center telemetry and telephony integrations (e.g., CTI) and APIs.
Practical knowledge of data governance, data quality practices, and handling sensitive customer data.

Fuel Your Life program to support physical, financial, social, and emotional well-being
Paid holidays and generous time away policies
No-cost mental health support through Employee Assistance Programs
Living Proof program to recognize your peers’ extra effort with points used for rewards
Eight Employee Resource Groups to foster a collaborative culture
Unparalleled professional growth with training, development, and internal mobility opportunities
Retirement planning and discounted shares with the Employee Stock Purchase Plan
Medical, dental, vision, life, and disability insurance options available day one
Tuition assistance and reimbursement program
Paid parental, caregiver, and military leave

Senior Client Operations Support – Call Center Insights

Key skills