Senior Analyst - Data Reporting and Analysis

You want more out of a career. A place to share your ideas freely - even if they're daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love - driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together - lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the V Team Life.

As a Senior Analyst - Data Reporting & Analysis in the Indirect Center of Excellence within the Partner Channel Organization, you will be responsible for reviewing and compiling data analytics and identifying trends based on reporting and reporting dashboards from an internal click-to-call system. You will be responsible for coordinating reporting packages and providing insights for both internal and external partners within the Indirect channel. You will work with a dedicated Agent partner to highlight results and identified outlier performance. The primary responsibilities of the position include:

• Performance Insights

  • Capturing trending performance data and building process improvements.

  • Monitoring KPIs and measures of success to identify what's working and opportunities for improvement.

  • Leveraging insights and observations to provide recommendations.

  • Working closely with PRC Partners and Indirect Teams on performance improvement.

  • Completing contact observations to gather trending insights.

• Managing Executive Reporting

  • Providing weekly & monthly deep dive data points.

  • Maintaining and producing reoccurring monthly insight reports.

  • Supporting coordination of internal and external leadership reviews.

• Providing Data support to Indirect HQ and Field Teams as well as external Agents & National Retailers.

  • Supporting field teams with data analysis and trend identification.

  • Partnering with local teams on deep dives

  • Sharing opportunities to improve on KPIs where lagging and defining best practices where leading

  • Providing educational insights to close gaps on identified trends.

• Engaging with PRC, System and Field operations leads to create individualized and easily digestible reporting views and trends of incoming calls.

• Leading calls with Agent and National Retail operational teams to provide an understanding of data, trends and outliers.

• Developing credibility as a strong business partner and building relationships with our regional and national peers.

• Collaborating with partners to solve identified problems and create solutions that enable our Indirect teams.

• Having a sense of urgency on speed and accuracy while exercising judgment within defined procedures and practices to determine appropriate action.

In this role, you'll have a defined work location that includes work from home and assigned office days (VCG in office days are Tuesday, Wednesday and Thursday).

• Bachelor's degree or four or more years of work experience.

• 2 or more years of relevant work experience.

• 1 or more years of Indirect experience.

• 1 or more years of Call Center experience.

• Proven track record in identifying reporting and data analytics trends.

• Excellent written and verbal communication skills.

• Experience building, presenting and creating slide/decks presentations.

• Experience presenting data to leadership.

• Experience analyzing data to make recommendations that yield a positive impact.

• Operational knowledge of G Suite, Excel, and PowerPoint and Qlik.

• A degree.

• 3+ years of Indirect experience.

• 3+ years of Call Center experience.

• High proficiency levels on MS Excel/ PowerPoint/ Gsuite and Qlik.

• Experience with the Click-to-Call system.

• Experience with Verizon Agile Project Management Techniques.

• Experience working in or supporting any Consumer customer-facing channel, such as Indirect, Retail, Digital, Customer Service, or Inside Sales.

• Excellent written and verbal communication skills.

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don't meet every "even better" qualification listed above.

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.