The Business Operations Analyst (Member Support) will assist with the day-to-day management of Member Support related data, as it pertains to team performance, improvements, etc. while also acting as a liaison to internal teams that require member-related validation of any specific product related issue. The Data Analyst will work with supporting teams to resolve ongoing member support issues with MS Leads and Specialists. He or she will work to identify patterns of success and failure as Specialists respond to email and chat correspondence, reporting each appropriately to the management via the Agent Performance Dashboard and/or other tools developed to identify performance specifically using data to drive results.
He or she will also update and maintain all existing policies and procedures surrounding data analysis for Member Support, including all appropriate documentation. He or she will also manage escalations corresponding to MS-related data and reporting that affects company goals and/or business operations.
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