GBSG Real-Time Operations Senior Business Analyst

Company Overview

Job Overview

Come join the Intuit Customer Success Real-Time Operation Team! As a Support Operations Analyst IV, you will operate in a fast-paced Customer Success organization, analyze contact center service level performance, generate insights and recommendations, drive results, and communicate effectively with leaders and partners at multiple levels.

Responsibilities

• Leverage reporting tools to effectively articulate the current state of the Customer Success network, contextualize key performance indicators with operational insights and any relevant cross-functional initiatives, and close loop on any critical callouts or issues

• Develop insights and ad-hoc analyses to understand root causes, derive forecasted outcomes to quantify the impact of current trends, and champion end-to-end solutions across all applicable partnering teams

• Lead cross-functional initiatives to optimize performance for the near term (1-2 weeks), medium term (2-4 weeks), and long term (4+ weeks) time horizons

• Create net new operating mechanisms, reporting, and modeling to address nuanced problem spaces

• Effectively communicate complex problem spaces to Sr Leadership - including current state and impact, and paths to resolution

• Prioritize competing tasks, foster stakeholder buy-in, manage multiple projects, and communicate progress effectively

• Autonomously own intraday operational adjustments and configuration changes (queue creation, routing adjustments, etc), and proactively optimize associated processes

Qualifications

• 5+ years experience with Contact Center operations

• Working knowledge of contact center queue management systems (Amazon Connect, Grafana, or similar contact center tooling)

• Industry knowledge and experience managing contact center Key Performance Indicators (Average Handle Time, Abandon Rate, Average Speed of Answer, Service Level Agreements etc.)

• Strong interpersonal skills and ability to work well in dynamic & matrix team environments

• Experience with analytics to understand, manipulate and report data in an impactful way

• Ability to work independently and navigate ambiguity

• Flexibility with work schedule to cover business hours is a must (*Including weekends/holidays)

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is:

Southern California Area: $124,500 - $162,750