Sr Analyst, Customer Service Analytics at Rue Gilt Groupe

| Boston, MA + 1 more | Remote
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The Role:

Sr Analyst, Customer Service Analytics

The role of Senior Analyst, Data Analytics requires an analytical and technically skilled individual to lead our Customer Service analytics and data mining efforts.  This position will be responsible for developing metrics and reporting, understanding and managing data structure, strategic analysis, and rigorous deep dives to inform business decisions.  In addition to developing and delivering agent, team and site level dashboards, the roles should also work with business teams on how to surface member insights.  They will work cross functionally with key stakeholders in BI, Operations, CS, Product, Finance and program teams, to drive process improvement and track progress against goals. This role requires an individual with excellent analytical abilities as well as outstanding business acumen and comfort with contact center metrics and systems. The successful candidate will be a self-starter comfortable with ambiguity, with strong attention to detail, and an ability to work in a fast-paced and ever-changing environment.
What you'll accomplish:

  • Drive standard business reporting processes, including weekly/quarterly business reviews, and annual goal reviews
  • Accountable for generating key business insights required to deliver against core input/output metric goals
  • Create KPI dashboards at the agent, team and site level, ensuring data is presented in an easily understandable manner for performance management
  • Complete analysis (regression, correlation, etc) to determine contributing factors to KPI results, providing insights into mitigation
  • Proactively seek to identify areas of opportunity for process improvement and provide solutions based on a broad and deep knowledge of data resources, industry best-practices, and determine ROI
  • Provide ad hoc reporting as needed to support program launches and employee engagement initiatives
  • Lead and/or support execution of new projects required to support strategic initiatives, efficiencies, quality initiatives and ongoing process improvement
  • Provide crucial customer feedback and insights to our Management Team

About You:

At Rue Gilt Groupe, diversity enriches our passion, collaboration, kindness and innovation. We’re committed to fostering an inclusive environment where every Associate is empowered to learn, grow and bring their full self to work. Even if you don't check off every qualification in the job description, that's okay. We encourage you to apply to any role that excites you and sparks delight! We can't wait to learn more about you.

  • 7+ years of direct customer service analytics experience, or equivalent combination of degree and experience
  • Prior experience working with Contact Center KPIs and data sets
  • BA/BS degree in Engineering, Statistics, Computer Science, Operations Research, Business Analytics, Information Systems or related field
  • Advanced proficiency with Microsoft Excel (e.g., complex statements, VBA, conditional formatting)
  • Experience with visualization tools such as Tableau
  • Familiarity with SQL, relational databases, and ETLM
  • Familiarity manipulating large sets of data, summarizing into metrics, and conducting appropriate statistical tests (e.g., regression, t-test, chi-square)
  • Experience in designing and implementing custom reporting systems and dashboards
  • Excellent written and verbal communication; high quality document and report preparation

Preferred Qualifications

  • Experience implementing basic software solutions to automate data source, visualization and/or data modeling application
  • An ability and interest in working in a fast-paced and rapidly-changing environment
  • Experience conducting large scale data analysis to support business decision making
  • Project management experience
Important COVID-19 Guidance (for candidates applying to roles in our MA, NY and CA offices): Per Rue Gilt Groupe’s policy, all associates who will work at our MA, NY or CA offices must be fully-vaccinated and proof of vaccination will be required.

ABOUT US:

Rue Gilt Groupe is a leading off-price e-commerce portfolio company, connecting the next-generation shopper to world-class brands. We’ve defined the online treasure hunt through our daily sale events allowing a large, loyal member base to discover over 5,000 premium and luxury brands at prices up to 70% off full-price retail.

Rue Gilt Groupe operates three complementary sites – Rue La La, Gilt, and Shop Premium Outlets.

Our vision at RGG is to spark delight through daily discovery – we make shopping an occasion to celebrate. At the forefront of fashion and technology, we’re also in the business of sparking delight for our Associates. We inspire each other, our Members, and ourselves to push past the expected – every day. Our culture is rooted in our values and together we work to demonstrate being Kind, Passionate, Collaborative, Innovative, Tenacious and Empowered.

This Company is an equal opportunity employer, and selects individuals best matched for the job based upon job-related qualifications regardless of race, religion, color, creed, sex, sexual orientation, age, ancestry, national origin, gender identity, genetic information, disability, pregnancy, veteran or military status or any other


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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • OracleDatabases
    • PostgreSQLDatabases

An Insider's view of Rue Gilt Groupe

How would you describe the company’s work-life balance?

I really appreciate Rue Gilt Groupe’s work-life balance. Our marketing team norms include limiting lunchtime meetings and after-hours emails, so there’s a distinction between work and personal time. Additionally, RGG’s flexible time-off policy and Summer Fridays mean Associates can take vacation, sick, and personal days as they want or need to.

Cade

Senior Analyst, Digital Marketing

What projects are you most excited about?

As a new Rue Gilt Groupe team member, I am really excited to partner with associates and business leaders to take Rue Gilt Groupe's DEI initiatives to the next level!

Dante

Director, Diversity, Equity & Inclusion

How has your career grown since starting at the company?

Three promotions & six years later, I went from a UX Product Designer to a Group Product Manager building personalization products as part of the Data Science team. Going from Design to Data Science is not a typical path, it took hard work, but the genuine & consistent support from cross-functional leaders opened the doors to new opportunities.

Joelle

Group Product Manager, Data Science

How do your team's ideas influence the company's direction?

The Customer Service team is in the best position to hear what Members want from us, what we can do better and how we can continue to delight them. We listen to their feedback and share that with the rest of the company to continuously improve user experience. By putting the Member first, these insights help all of us collaborate effectively.

Maria

VP, Customer Service

What kinds of technical challenges do you and your team face?

With our business model of limited-time pop-up shops, we experience bursts of high-volume traffic multiple times a day on our websites and mobile apps. We’re making ambitious changes to our tech stack to further scale and modernize while maintaining a fun (and stable!) shopping experience for our Members. It’s a unique and exciting challenge!

Kayleigh

Manager, Engineering

What are Rue Gilt Groupe Perks + Benefits

Rue Gilt Groupe Benefits Overview

25% OFF RUE LA LA, GILT, & GILT CITY
FREE SHIPPING & PERSONAL CONCIERGE ASSISTANCE
PRE-TAX COMMUTING COSTS
REFERRAL BONUS
[email protected], robust training program
WELLNESS
COMMUNITY SERVICE DAYS
FLEXIBLE TIME OFF & SUMMER FLEX HOURS
REWARDS & RECOGNITION
EDUCATIONAL REIMBURSEMENT
CORPORATE GYM RATES
ZIPCAR DISCOUNT
TRAVEL DISCOUNTS
12% OFF AT VERIZON
DRY CLEANING DISCOUNTS
DISCOUNTED MOVIE & BROADWAY TICKETS
PLUS… Bagel Fridays, free coffee, seltzer, and fresh fruit, massages, random surprise and delights, and your birthday off

Culture
Volunteer in local community
Partners with Nonprofits
Rue Gilt Group has ongoing relationships with NAACP, American Nurses Foundation, BCRF, GLSEN, Project Glimmer and the Trevor Project. :
Friends outside of work
Eat lunch together
Intracompany committees
Rue Gilt Groupe offers a DEI committee, fun committees per department
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
We are committed to fostering an inclusive environment where every associate has opportunity to learn, grow, and bring their full self to work.
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Associates can participate in "Wellness Wednesday" which is a company wide physical activity at home or in a group.
Team workouts
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
4 months fully paid!
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Happy Hours
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
The Company will reimburse regular, full time associates, up to $5,000 per year towards education expenses to encourage their career development and ultimately, our success.

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