The role involves analyzing data to enhance customer service in the contact center, developing reports and dashboards, collaborating across teams, and ensuring data integrity.
Description and Requirements
A skilled Data Analyst with 7+ yrs. of experience in Salesforce to join our team. The ideal candidate will be responsible for analyzing data to improve customer service operations within our contact center. This role requires a deep understanding of Salesforce CRM, and data analysis techniques to enhance customer interactions and service efficiency.
About MetLife
Recognized on Fortune magazine's list of the 2024 "World's Most Admired Companies" and Fortune World's 25 Best Workplaces™ for 2024, MetLife , through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we're inspired to transform the next century in financial services.
At MetLife, it's #AllTogetherPossible . Join us!
#BI-Hybrid
A skilled Data Analyst with 7+ yrs. of experience in Salesforce to join our team. The ideal candidate will be responsible for analyzing data to improve customer service operations within our contact center. This role requires a deep understanding of Salesforce CRM, and data analysis techniques to enhance customer interactions and service efficiency.
- Analyze and interpret data from Salesforce systems to identify trends, patterns, and insights that can improve customer service.
- Develop and maintain dashboards and reports to monitor key performance indicators (KPIs) related to contact center operations.
- Collaborate with cross-functional teams, including IT, marketing, and customer service, to implement data-driven strategies for enhancing customer experience.
- Conduct root cause analysis of customer service issues and recommend solutions to improve service delivery.
- Utilize data mining and statistical techniques to identify opportunities for process improvements and automation within the contact center.
- Ensure data accuracy and integrity by performing regular data audits and validations.
- Provide training and support to contact center staff on the use of Salesforce systems for data collection and analysis.
- Stay updated with the latest trends and best practices in data analysis, and Salesforce technologies.
About MetLife
Recognized on Fortune magazine's list of the 2024 "World's Most Admired Companies" and Fortune World's 25 Best Workplaces™ for 2024, MetLife , through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we're inspired to transform the next century in financial services.
At MetLife, it's #AllTogetherPossible . Join us!
#BI-Hybrid
Top Skills
Data Analysis Techniques
Data Mining
Salesforce
Statistical Techniques
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