Voice Communications Analyst jobs in Memphis, TN

Ritter Communications has been at the forefront of the local communications industry for more than a century. We began providing telephone service in Northeast Arkansas in 1906. Today, Ritter Communications serves 100 communities and more than 45,000 customers across Arkansas, northeast Texas, southeast Missouri, and west Tennessee. The company has grown steadily over the years, expanding rapidly and is now the largest privately-held regional broadband fiber, telecom, video and cloud services provider in the Mid-South. Ritter invests heavily in the communities it serves by deploying proven, best-in-class infrastructure and technology, while coupling it with a world-class customer focused experience.

General Summary:

With minimal guidance and direction, the Business Analyst is responsible for support, analysis and reporting of Customer Experience projects, goals, metrics and ad hoc requests. This includes supporting a variety of functional groups by auditing customer impacting processes based on customer feedback, working to maintain and create initiatives to increase the productivity and efficiency of customer experience functions. This role partners with leadership to review and create KPI reporting and internal programs, while owning program improvement, maintenance, and documentation. The Business Analyst is responsible for monthly Customer Experience performance reporting to ensure goals and objectives for the Customer Experience department are kept on track. This role works with sensitive information and must ensure the confidentiality of records and information.

The position requires a balance of data/technical expertise and project related skills. This individual must be organized, efficient, able to prioritize, maintain confidentiality, exercise good judgment, and make decisions consistent with the job responsibilities.

Essential Job Functions:

• Monitors and tracks project milestones and deliverables;
• Monitors eLation (billing system) by ensuring data integrity, creating and maintaining a wide variety of reports used by customer care, technical support, field operations and various department managers, directors and executive team members;
• Writes clear and concise processes and procedures while maintaining process, user documentation and history;
• Leads and facilitates program related meetings and document status utilizing meeting notes and the project schedule;
• Creates reports and tools used by Customer Experience and other departments to track quality of work and compliance to processes that impact customer satisfaction and NPS (Net Promoter Score);
• Liaison between functional areas and QAC stakeholders;
• Assists in launching Customer Experience related programs and initiatives;
• Develops and maintain Advanced PowerBI dashboards
• Maintains Customer Experience Vehicles;
• Creates and maintains imports into Nice Satmetrix for surveys;
• Performs all other related duties as assigned by the Director, Quality & Compliance;
• Strategic Planning - develops strategies, set goals, and build roadmaps to improve service;
• Leadership - guides our thinking on key components of our overall service strategy and lead cross-functional stakeholder groups to deliver on that strategy;
• Designs creative approaches to uncover the biggest opportunities for cost and time savings;
• Drives the adoption of analytics in decision making;
• Investigates platform data sources to identify new insights.

Knowledge, Skills, and Abilities:

• Knowledge of telecommunications industry, operations, technology, and equipment;
• Knowledge in operating various software programs including advanced proficiency with Microsoft Excel, PowerPoint and Outlook;
• Knowledge of PowerBI, eLation, Salesforce and Satmetrix;
• Knowledge of executive level presentation creation;
• Ability to gather information from various data sources, combine and consolidate information in order to create advanced reporting for use in tracking quality and compliance;
• Ability to review, test or create reports, tools and processes for maximum efficiency;
• Ability to communicate clearly and professional, both verbally and written to all levels of Customer Experience personnel, various departments and senior level management;
• Ability to work under pressure and meet critical deadlines;
• Ability to work independently and pay close attention to detail;
• Ability to maintain high levels of accuracy;
• Ability to exercise sound judgement and make decisions consistent with the job responsibilities;
• Ability to solve problems with decorum and make sound decisions using information at hand.

Education and Experience:

Bachelor’s degree in Business Analytics, Business Administration, Data Science or equivalent and three years of experience in telecommunications, IT services, or other technology industry preferred.

Advanced proficiency with Excel is required.

Experience with Innovative Systems eLation and Nice Satmetrix software preferred but not required.

Ritter Communications is an equal opportunity and affirmative action employer; all qualified applicants will receive consideration for employment without regards to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

We strive to maintain a drug-free workplace.

We offer competitive compensation and an outstanding benefits package including health, dental, vision, cancer, accident and life insurance, short-term and long-term disability, 401(k) with company match, flexible spending accounts, free gym membership, company discounts, tuition reimbursement, paid training, paid leave, and much more!