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Frontdoor Sr. Data Analyst in Seattle, Washington

Frontdoor is a company that’s obsessed with taking the hassle out of owning a home. With services powered by people and enabled by technology, it is the parent company of four home service plan brands: American Home Shield, HSA, Landmark and OneGuard, as well as American Home Shield ProConnect, an on-demand membership service for home repairs and maintenance, and Streem, a technology company that enables businesses to serve customers through an enhanced augmented reality, computer vision and machine learning platform. Frontdoor serves more than two million customers across the U.S. through a network of more than 16,000 pre-qualified contractor firms that employ over 45,000 technicians. The company’s customizable home service plans help customers protect and maintain their homes from costly and unexpected breakdowns of essential home systems and appliances. With nearly 50 years of experience, the company responds to over four million service requests annually (or one request every eight seconds).

Job Description

The Sr. Data Analyst role creates added value across all channels by helping to maximize the efficacy of call center operations. Serving as the subject matter expert for call center operational metrics, the Sr. Data Analyst provides the business with visibility to call center performance along with insights and recommendations that drive continuous improvements in customer experience, conversion and acquisition costs.

Job Responsibilities

• Forecasts staffing needs based on anticipated channel demand in conjunction with expected call center and agent performance trends.

• Conducts detailed analytical modeling, including development of capacity models that enable more accurate planning and greater alignment of marketing and operations in driving efficiency.

• Develops and maintains dashboards to provide visibility to volume, conversion and other key metrics for both internal and external call centers.

• Develops agent level reporting to enable skills based routing and performance management.

• Identifies emerging trends, opportunities and risks. Develops and effectively communicates insights and recommended actions based on those findings.

• Works closely with marketing and product teams to provide actionable channel and segment-level insights that improve tactical alignment over time.

• Works cross-departmentally to build call routing and prioritization framework. Drives continuous improvement through testing and optimization of that framework and its components. Provides regular reporting on the effectiveness of those efforts.

• Makes data-driven recommendations to improve call center operations.

• Develops regular and ad-hoc business reporting.

Job Requirements

• BA or equivalent experience in quantitative field. MA preferred.

• 7+ years hands-on experience in contact center analyst role

• 2+ years experience with both Inbound and Outbound call center efforts

• Experience with external contact centers preferred.

• Proficiency in both data analysis and data modeling

• Proficiency in SQL, Excel, PowerPoint, R and Python programming

• Proficient in dashboard and report creation. Looker experience preferred.

Frontdoor is a company that’s obsessed with taking the hassle out of owning a home. With services powered by people and enabled by technology, it is the parent company of four home service plan brands: American Home Shield, HSA, Landmark and OneGuard, as well as Candu Home Solutions, an on-demand membership service for home repairs and maintenance, and Streem, a technology company that enables businesses to serve customers through an enhanced augmented reality, computer vision and machine learning platform. Frontdoor serves more than two million customers across the U.S. through a network of more than 16,000 pre-qualified contractor firms that employ over 45,000 technicians. The company’s customizable home service plans help customers protect and maintain their homes from costly and unexpected breakdowns of essential home systems and appliances. With nearly 50 years of experience, the company responds to over four million service requests annually (or one request every eight seconds). For more details, visit frontdoorhome.com .

Job Category: Marketing

ID: R0014988

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