ABOUT SUBARU

Love. It's what makes Subaru, Subaru®. And as a leading auto brand in the US, we strive to be More Than a Car Company®. Subaru LOVE. It's what makes Subaru, Subaru®. As a leading auto brand in the US, we strive to be More Than a Car Company®. Subaru believes in being a positive force in the communities in which we live and work, not just with donations but with actions that set an example for others to follow. That's what we call our Subaru Love Promise®.

Subaru is a globally renowned automobile manufacturer known for its commitment to innovation, safety, and sustainability. With a rich history dating back to 1953, Subaru has consistently pushed the boundaries of automotive engineering to deliver vehicles that offer not only exceptional performance but also a unique blend of utility and adventure.

Subaru's company culture is built on collaboration, diversity, and a shared passion for our product. We foster an inclusive environment that encourages employees to bring their unique perspectives and talents to the table. Our team members are driven by a common goal: to create exceptional vehicles that inspire and delight our customers.

Summary

Analyzes and optimizes the performance of Subaru of America's (SOA's) contact center operations. Collects and interprets data, identifies trends, and provides actionable insights to improve efficiency, customer satisfaction, and overall performance. Collaborates with operations and leadership to identify data needs and deliver insights that drive strategic decisions, as well as with Quality, Training, and Operations teams to provide feedback and support continuous improvement. This job will support Customer Advocacy Department (CAD) reporting, systems, vendors, or workforce analytics.

Partners closely with various roles in the department to build reports and analysis that help deliver our mission of being the best in the industry. Combining business acumen with data analysis, provides insights to CAD management and key stakeholders throughout the company as a representation of the voice of our customers and experience of our Advocates.

Responsibilities

• Analyzes essential contact center data to identify trends, patterns, anomalies, and areas for improvement to identify customer-impacting concerns.
• Monitors key performance indicators (KPIs) and provides regular updates on contact center performance. Produces ad-hoc data trending information and reporting.
• Conducts root cause analysis to identify issues affecting performance and recommend solutions.
• Evaluates the effectiveness of processes/programs and recommends enhancements. Collaborates with various teams and leaders and provides insights and recommendations based on data analysis to support decision-making and address critical business needs.
• Assists in the development and implementation of new strategies to improve customer service.
• Stays updated on industry trends and best practices in contact center operations.
• Reporting Support:
  • Performs daily, weekly, or monthly analysis and report findings.
  • Transforms a large amount of data into digestible information.
  • Participates in all phases of the report development lifecycle from gathering requirements, analyzing the request, development, testing, implementation, and maintenance.
  • Develops logic for new reporting and enhancements to existing reporting.
  • Audits data and reports to ensure accuracy and data integrity.

Required Skills and Qualifications

• Strong analytical and problem-solving skills.
• Excellent communication and presentation skills.
• Ability to work collaboratively with cross-functional teams.
• Strong attention to detail and organizational skills.
• Knowledge of contact center operations, metrics, and key performance indicators (KPIs).
• Ability to communicate and work with all levels of employees in the organization.
• Excellent people and liaison skills.
• Excellent verbal and written communication skills.
• Ability to be flexible in responding to requests in a continually changing and busy work environment.
• Microsoft Office software expertise.
• Proficiency in data analysis tools and software (e.g., Excel, SQL, Tableau, Oracle Business Intelligence [OBI], Power BI).
• Working knowledge of ServiceNow platform Preferred
• Knowledge of data lakes/warehouse Preferred
• Strong knowledge of workforce management and reporting technologies (e.g., Genesys, PureInsights).

Education/Experience Requirements: BA/BS with 4 to 6 years of relevant experience or High School Diploma and equivalent experience in lieu of degree required

Work Environment

• Hybrid Role: Remote work 2 days per week [Wednesdays and Fridays] (After 6 months onboarding)
• Required Travel: 5%

Compensation: The recruiting base salary range for this full-time position is $70000- $82000 / year. Within the range, individual pay is determined by factors, including job-related skills, experience, and relevant education or training. (M1) In addition to competitive salary, Subaru offers an amazing benefits package that includes:

• Medical, Dental, Vision Plans
• Pension, Profit Sharing, and 401K Match Offerings
• 15 Vacation days, 9 Company Holidays, 5 Floating Holidays, and 5 Sick days
• Tuition Reimbursement Program
• Vehicle Discount Programs

Job Grade: P2

FLSA Status: Exempt