Toys'R'Us, Inc. Analyst, Customer Service Information in WAYNE, New Jersey
The Customer Service Information Analyst is responsible for providing on-going analytical support, benchmark modeling, industry analysis, data mining, and reporting that are used for decision making by the Senior and Executive Leadership Teams.
The position is expected to consistently display a positive attitude while building collaborative relationships with cross functional departments that support the GRC, Call Center and Marketplace teams. They must demonstrate superior skills related to Focusing on the Customer, Working Together, Communication, Adapting and Learning, Problem Solving and Driving for Results.
The Customer Service Information Analyst reports directly to the Manager, CS Technology & Information.
_Responsibilities:_* * * Oversight and management of all Customer Service data and reporting requirements. * Performs financial analyses that focuses on assisting management in understanding service, operations and expense opportunities. Financial analysis will include: * Preparing analysis to evaluate business initiatives. * Produce post mortem analysis on previously completed initiatives. * Routine reporting. * Ad hoc analyses. * Goals setting. * Create models, analyze performance metrics, and develop and compile various financial and statistical reports that focus on individual store and company performance. * Develops analytical models, analysis and recommendations to leadership on Call Center Metrics, Call Types, Case Work, SLA performance, trends, CRM, IVR, etc. * Compile and develop reports using multiple data sources. * Enhance talent with other team members by offering guidance of their analytical skillsets and indirectly enhance talent due to their own personal growth. * Provides oversight, maintains and manages the key metrics. * Manages and assists in the budgeting process for Customer Service and Call Centers. * Provides project management support for cross functional business initiatives. * Financial processing of invoices, accurals, flash forecasting, and supply ordering. * Handling of appeasement codes. * Manage system log-ins. * Periodic off-hours weekend on-call support of technology, vendor contacts, issue resolution.
_Required Qualifications:_ * 3 years of related experience in financial, workforce management or business analysis. * Advanced Excel modeling skills. Experience with PowerPoint and/or MS Access preferred. * Ability to simultaneously manage multiple projects with varying deadlines. * Strong quantitative and analytical skills with the ability to draw conclusions from analysis. * Ability to work well with individuals throughout the organization. * Self motivated individual with a drive for results. * Ability to work independently and prioritize tasks as well as contribute to the overall customer service team. * Excellent written and verbal communication skills with a focus on being able to provide formal presentations. * Strong problem solving skills.
_Education Requirements:_ * Bachelor of Science or Bachelor of Arts Degree
Job Function: Information Technology
Primary Location: USA-NJ-Wayne
Job Type: Standard
Education Level: Bachelor's Degree
Brand: Toys 'R' US
Req ID: 81630