Sr. Business Analyst (Member Care)

Company: Cricut
Location: Provo
Posted on: May 16, 2022

Job Description:

Company Description

At Cricut, we believe that we're all born makers. When we built our first cutting machine, we saw the potential for a simple yet powerful tool to completely transform the way people craft, design, and DIY. Since then, we continue to innovate with new machines, platforms, materials, and tools, but that's just what we do. As a hardworking worldwide team, we are proud but hungry to create a means for connection and an outlet for unbridled creativity. We are A+ human beings seeking to help others satisfy their creative itch around the world. Join us as we place the power of handmade into the hands of ALL, because we believe that TOGETHER WE MAKE.

Job Description

A Business Analyst completes various reports for Cricut's Member Care contact center operations. The ideal candidate is comfortable working in a fast-paced environment and multi-tasking daily. The role requires analytical thinking, and a superior ability to leverage data and metrics to---support---leadership in key strategic analysis by providing relevant and value-added recommendations. The role also requires proactive thinking with strong analytical skills and problem solving, while providing the necessary support to line managers in a task-oriented or project-oriented environment.

Core Duties

• Provide decision-support to Member Care by exploring data, building reports and presenting findings on a daily basis. (Ability to utilize a computer, phone and remain stationary for extended periods of time.)
• Interpret results of analyses, identify trends and issues (forecasting), and develop alternatives to support business objectives.
• Interpret data, analyze results using statistical techniques and provide regular reports.
• Work closely with management to understand data platform changes and how they impact site operations and analytics.
• Acquire data from multiple sources and maintain databases/data systems.
• Locate and define new business/process improvement opportunities
• Ask probing questions to translate business needs to build and design reporting solutions (metric management, dashboards, enterprise performance management).
• Apply data visualization, descriptive and summary statistical techniques for discovery and timely insights (data exploration, ad-hoc queries, and analysis).
• Clearly and concisely communicate complex information to a variety of audiences and mediums.
• Support the day to day operations of the contact center including support and administration of the workforce management software.
• Keep business matters and data confidential
• Commit to value---team---diversity and---act as an inclusive leader.------
• Conduct---yourself in a manner---aligned---with the Cricut - Code of Conduct and Ethics, including representing Cricut in a brand consistent manner in all internal and external communications that maybe inherent or implied by the role.------
• This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties,---responsibilities,---and activities may---change,---or new ones may be assigned at any time with or without notice.---
  Qualifications
  
  • Bachelor's Degree---or equivalent experience---in related field required---
  • Strong expertise in analytics to pull meaningful, actionable insights and build comprehensive, descriptive analysis to support your findings.---
  • Experience with data query, visualization, dashboard and/or scorecard tools for reporting preferred---
  • Strong to expert level excel knowledge
  • Ability to collect, organize, analyze, and disseminate information with great attention to detail and accuracy---
  • Ability to multi-task is critical for this role---
  • Experience using statistical packages for analyzing datasets (SPSS, SAS, SQL---etc.)---is a plus---but not required---
  • Working knowledge of Customer Service/Contact Center Operations and Work Force Management systems is a plus---
    Additional Information
    
    Please attach your resume including links to your portfolio where applicable. If you want to show your super powers in other ways - include that information too. You can be sure that Cricut - is an employer who values individuality, equality and diversity, so tell us what you're all about. If you are a Maker or a DIY enthusiast, whether you think you are a good one or not, we would love to hear about it when you send us your information!
    
    At Cricut -, we celebrate inclusion and diversity. Cricut is an equal opportunity employer and makes employment decisions based on merit. Cricut prohibits discrimination based on race, color, religion, sex, sexual identity, gender identity, marital status, veteran status, nationality, citizenship, age, disability, medical condition, pregnancy, or any other unlawful consideration. All your information will be kept confidential according to EEO guidelines. Cricut participates in E-Verify.

Keywords: Cricut, Provo , Sr. Business Analyst (Member Care), Professions , Provo, Utah