Turn is an 110+ person, venture-backed, experienced team of entrepreneurs that are focused on driving unprecedented value in the ready workforce industry. Our B2B workforce acquisition platform is used by companies in 30+ industry verticals ranging from rideshare and delivery to health care and event staffing. We support employers that need to develop last mile labor quickly and consistently.
About You
We are looking for a passionate Operations Senior Analyst to join our team. In this role, you'll be responsible for working on multiple projects simultaneously by performing analyses in response to specific business questions that impact Customer Experience(CX), Compliance, Operational Efficiencies and Effectiveness. You'll summarize findings, support fact based recommendations and provide detail to substantiate conclusions.
Responsibilities

• Create and own Operation's approach to measurement:
  
  • Maintain metric definitions and implementation for evaluating business health
  • Navigate and triage complex reporting scenarios/issues to resolution
  • Serve as subject matter expert in multiple company-level reporting and business review processes
• Partner closely with Partnerships, Finance, and Product/Engineering to drive process definition in addition to efficiency/optimization, with emphasis on customer support improvements
• Use data analysis and business analytics to develop a deep understanding of the customer experience and identify trends to improve and optimize the customer experience
• Assess operational performance and quality of staff and service delivery
• Provide data-driven decision making support and thought leadership to the Operations leadership team.
• Establish KPIs, build and monitor reporting dashboards that assist in anticipating problems
• Manages reports on call center KPI's such as call volume/patterns, service levels, abandon rates, customer satisfaction, and opportunities for agent training and development.
• Conducts workflow process mapping analysis and makes recommendations to improve workflow and efficiency

Qualifications

• This role needs a strong self-starter who is data-driven, strategic, curious and great at problem solving while synthesizing quantitative data into actionable insights
• Bachelor's Degree
• 3+ years related experience
• Professional competence with Excel, Tableau, SQL and Freshdesk a plus
• Operates independently and efficiently to manage multiple projects and deadlines simultaneously and successfully, without sacrificing attention to detail
• Strong collaborative skills with cross-functional teams to enable the success of both teams regarding customer experience
• Excellent verbal and written communication skills & ability to effectively communicate with all levels of the organization

Perks/Comp

• Competitive salary
• Paid time off
• 100% remote work
• Excellent company culture and growth opportunities

Turn is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status,age, or any other characteristic protected by law.
Level of English:
Fluent