Analytics Lead, Customer Care Operations

Customer Care
190000UC Requisition #
1987 Total Views

Analytics Lead, Customer Care Operations

Location:  Indianapolis, Indiana


Join Genesys and save the world from bad customer service!


Genesys is the world's leading provider of customer service and contact software — with more than 4,000 customers in 80 countries. Drawing on its more than 20 years of customer service innovation and experience, Genesys is uniquely positioned to help companies bring their people, insights and customer channels together to effectively drive today's customer conversation. Genesys software directs more than 100 million interactions every day, maximizing the value of customer engagement and differentiating the experience by driving personalization and multi-channel customer service – and extending customer service across the enterprise to optimize processes and the performance of customer-facing employees.


Are you a hard worker with passion for doing your job? Can you pay strict attention to detail and communicate the results of your analysis effectively? Genesys is looking for candidates exactly like you!


The Analytics Lead will work directly with Business Leads across PureCloud, PureConnect, and PureEngage to define, develop, and govern Objectives and Key Results that tie back to Genesys business goals.  Ability to lead team in development, and promote culture of gathering, verifying, and interpreting data with focus on good business and CX acumen.


Key Duties of the Role:

·         Build & Lead team of Analyst focused on Centralized Customer Care Operations Analytics team.

·         Report results back to the relevant members of the business, while working closely with PMO to align priorities that tie back to Objectives and Key Results (OKRs).

·         Identify patterns and trends in data sets, with understanding of Customer Care and evolving CX industry.

·         Work alongside Customer Success Ops, Business Ops, Sales Ops, IT, Finance, and Data Governance teams within the business or the management team to establish business needs.

·         Define new data collection and analysis processes.

·         Tying Operational Strategy to day-to-day tactical activities to measure success and failures to pivot business.

·         Develop a culture with a focus on collaboration, hunger for thinking forward positively, and self-development while enforcing “work hard, have fun” culture.

·         Support Customer Care Partner KPI Program in further enabling, measuring, and identifying improvement areas.



·         University or College Diploma in Business or Computer Technology.

·         Relevant experience in CX, Operations, Analytics.

·         US Citizen required.


Desired Experience:

·         Strong business acumen with proven strategic thinking.

·         Strategic planning utilizing Objectives and Key Results (OKR) methodology.

·         Knowledge of SQL, Microsoft SQL Server, MySQL, Snowflake, Tableau, Salesforce Dashboarding and integration of API driven data resources.

·         Experience in data models and reporting packages.

·         Ability to analyze large datasets.

·         Ability to write comprehensive reports.

·         Strong verbal and written communication skills.

·         An analytical mind and inclination for problem-solving.

·         Ability to thrive in a fast-paced environment with attention to detail.

·         Experience working with one or more CRMs or ERPs.

·         A Data Governance minded analytics approach.

·         Focus on the future and movement towards more innovate technologies (Natural Language Processing, Artificial Intelligence and Machine Learning, and all future analytics trends and best practices)

·         Ability to travel.


About Us:

Genesys® powers more than 25 billion of the world’s best customer experiences each year. We put the customer at the center of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in more than 100 countries trust the industry’s #1 customer experience platform to orchestrate omnichannel customer journeys that eliminate silos and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognized by top industry analysts as a leader in both cloud and on-premise customer engagement solutions. Connect with Genesys via www.genesys.comTwitterFacebookYouTubeLinkedIn, and the Genesys blog.


Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics. #LI-AR2

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