Customer Care Analyst

About Us:LUMINESS Cosmetics is a leading legacy Multi-channel Direct to Consumer Beauty brand with 20+ years of experience as a pioneer in Airbrush Cosmetics. Based in the Houston area and with a full national footprint, we are a dynamic consumer makeup and skincare company known for our focus on complexion related products, beauty innovations, dedication to education, and passion for delivering high-quality beauty products. Join us in redefining the love of beauty for our customers! We are seeking a highly analytical and detail-oriented Call Center Analyst to optimize operations, monitor performance metrics, experience in training and development for customer service teams and support an omni channel (Voice, Chat, Email, social media) strategic goals of the call center. The Call Center Analyst will play a pivotal role in analyzing data, identifying trends, and providing actionable insights to improve efficiency, agent performance, and customer satisfaction.Key ResponsibilitiesCRM System Management: Monitor and maintain CRM systems, ensuring optimal functionality, efficiency, and automation. Collaborate with IT or technical teams to troubleshoot system or customer account issues and implement improvements.Data Analysis & Reporting: Generate and interpret reports on performance, agent productivity, and customer service metrics to identify trends, areas for improvement, and actionable insights. Develop and maintain performance dashboards using tools like Excel, Tableau, or Power BI. Generate daily, weekly, and monthly reports for leadership and stakeholders.Process Optimization: Analyze workflows and recommend process improvements to increase operational efficiency and service quality. Collaborate with team leads and supervisors to identify and implement process improvements that enhance productivity and customer experience. Evaluates the effectiveness of new initiatives and recommends adjustments based on data insights.Training Support: Develop training materials and assist in delivering training programs for customer service agents to improve performance and system proficiency.Performance Tracking: Track and evaluate key performance indicators (KPIs) for customer service teams, providing data-driven recommendations to leadership.Escalation Support: Act as a point of contact for customers, process or technical system-related escalations, ensuring prompt resolution and minimal impact on service levels.Collaboration: Work closely with supervisors, QA, and leadership of BPO's to align system capabilities with business goals and team needs. Work closely with Marketing, Fulfillment and other business partners to support, identify and resolve service impactors. Agent Development Support: Provide data-driven feedback to supervisors on agent performance. Support the creation of targeted training plans to address performance gaps.RequirementsBachelor's degree in business administration, Information Systems, Data Analytics, or a related field (or equivalent experience).3+ years of experience in a call center, BPO or customer service environment, with a focus on data analysis and agent coaching and development.Proficiency in Call Center platforms such as Salesforce, Help Scout, Slack, Teams, or similar. Familiar with Artificial Intelligence Technology as a support tool for voice, chat, email and social Media platforms.Strong analytical skills and experience with reporting tools (e.g., Excel, Tableau, or Power BI). Strong proficiency in Excel (pivot tables, VLOOKUP, etc.)Excellent communication skills and the ability to translate data into actionable strategies. Ability to present insights and recommendations effectively to multiple levels of organization.Experience in developing training materials in Learning Management System and supporting agent development.Excellent analytical and problem-solving skills with a keen eye for detail.Preferred QualificationsCertification in CRM systems or data analytics (e.g., Salesforce Admin, Tableau Certified Analyst).Experience in process improvement methodologies.Familiarity with workforce management and telephony tools.What We OfferCompetitive salary and benefits package.A dynamic and collaborative work environment.The opportunity to impact customer service processes and team growth.

Created: 2025-02-22