Lead Analyst, Customer Service Analytics

Job description

For over 30 years, Angi has powered the future of the home services industry, creating an environment where homeowners and pros benefit from more jobs done well. For homeowners, our platform is a reliable way to find skilled pros. For pros, we're a reliable business partner who helps them find the winnable work they want, when they want. For employees, we're an amazing place to call home. We can't wait to welcome you. Angi at a glance: Founded in 1995 as Angie’s List and rebranded in 2021 Global company with 9 brands in 8 countries and employees worldwide Homeowners have turned to us for 300 million home projects and counting We are seeking a dynamic Lead Analyst for the Commercial & Analytics - International team to play a pivotal role in enhancing customer experience and operational productivity through data-driven insights. The Lead Analyst will focus on analyzing customer service data, identifying pain points, improving products and services, and optimizing operational workflows. In this role, you will have a direct impact on customer satisfaction, loyalty, and the overall success of our operations. You’ll be responsible for stewarding the allocation of resources, managing customer feedback data, and proactively generating insights to continually enhance processes, products, and people. What you’ll do: Customer Experience Optimization: Leverage analytics to understand customer expectations and experiences, enabling the team to tailor services and meet customer needs more effectively. Analyze customer satisfaction metrics such as CSAT , NPS , CES , ART , AHT , and First Contact Resolution to measure and improve service levels. Identify customer pain points by structuring and analyzing customer feedback and complaints, addressing recurring issues proactively to improve satisfaction. Operational Efficiency & Resource Management: Analyze customer service data to balance speed and quality in operations, optimizing processes and resource allocation to enhance overall operational effectiveness. Steward the prioritization of resource allocation across all inbound service workloads, outbound calling campaigns, and experiments, ensuring efficiency and business impact. Use analytics to guide workforce planning, from debt collection efforts to outbound call campaigns and customer retention strategies . Continuously identify and implement AI-driven opportunities to…