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Customer Service Business Analyst

Expired Job

Via New York , NY 10001

Posted 3 weeks ago

As a Customer Service Business Analyst youll be the data and technology expert, and master of efficiency in the department. Youll analyze the Member and Driver Services (MDS) teams operations, provide recommendations and lead the execution of strategies to improve productivity, service, and customer satisfaction levels:

  • Manage all MDS data from the different systems (including CRM, ticketing, workforce-management etc)
  • Improve company wide visibility into MDS performance against KPIs
  • Build and improve tools for agents and managers to monitor and track performance and progress
  • Improve productivity by evaluating and implementing service technologies
  • Develop new processes: Identify and implement new software to manage A/P and support Vias rapid growth
  • Perform research and analyses and translate findings into easy to understand reports or presentations for management
  • Develop process improvement strategies
  • Work closely with subject matter experts, other teams or management to develop and implement plans
  • Train employees on new processes and strategies
  • Help member & driver services leaders make data driven decisions
  • Identify and propose data-driven service opportunities for the team


  • 3-5 years experience in relevant data analysis and/or operations roles
  • Experience in sales operations, service operations or marketing operations roles is preferred
  • Experience in business process mapping
  • Experience in managing service systems ( and/or helpdesk admin experience is an advantage)
  • Experience in deploying systems and processes
  • Analytical skills - see through the data and analyze it to find conclusion
  • Knowledge of research practices
  • 2 years experience in SQL - a must
  • Programming experience in Python / R - an advantage
  • Experience in Tableau - an advantage
  • Knowledge of customer service practices
  • Excellent communications skills
  • Experience in mediation and conflict resolution techniques
  • Attention to detail
  • Highly Proficient in Microsoft Office Suite (especially Excel)


Via offers above market compensation packages and benefits, including equity, health insurance, and relocation assistance.

Via is an equal opportunity employer.

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Customer Service Business Analyst

Expired Job