Senior Analyst, Partner Performance, Business Insights

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee reporting, analytics, and performance insights for vendor operations.

• Develop, sustain, and enhance Power BI dashboards, executive scorecards, and performance reports for Customer Care vendor operations.

• Evaluate KPIs across vendors, channels, queues, sites, workflows, and various business lines.

• Detect trends, root causes, risks, and performance deficiencies.

• Provide business insights, data-driven narratives, and actionable recommendations to Customer Care leadership and operational partners.

• Assist in vendor business reviews, Monday Operations reviews, executive presentations, and partner performance discussions.

• Collaborate with Operations, Quality, Training, Workforce, Finance, Digital Transformation, and BPO partners.

• Ensure the accuracy of reporting, data sources, partner files, KPI definitions, and dashboard outputs.

• Relate volume, SLA, ASA, AHT, abandon rate, queue health, capacity, and staffing trends to workforce and partner delivery decisions.

• Convert CSAT, FCR, repeat contact, complaint, DOT, and customer sentiment data into operational insights.

• Assist with ad hoc data requests, analysis needs, audit support, queue evaluations, complaint analyses, and special projects.

• Contribute to reporting roadmaps, ownership assignments, timelines, dependencies, risks, and mitigation strategies.

• Engage in knowledge transfer, dashboard development alignment, and technical troubleshooting.

• Operate under general supervision with independent judgment while proactively escalating issues or recommendations.

⛳️ Requirements

• A minimum of 5 years of experience in business analytics, contact center reporting, operations analytics, vendor operations, workforce analytics, customer experience analytics, or a related field.

• Proficiency in creating dashboards, scorecards, reporting packages, or executive business reviews.

• Strong skills in Excel and data analysis.

• Capability to interpret data, identify trends, validate assumptions, and provide recommendations.

• Experience with operational KPIs such as SLA, AHT, abandon rate, CSAT, FCR, repeat contact, transfer rate, queue health, productivity, and complaint trends.

• Excellent analytical skills with the ability to identify trends, root causes, anomalies, data gaps, and performance risks.

• Proficiency in translating complex operational data into clear business narratives, executive summaries, and actionable insights.

• Strong communication and presentation abilities.

• Capability to manage multiple priorities, reporting requests, dependencies, and deadlines effectively.

• Ability to work cross-functionally with Operations, Workforce, Quality, Training, Finance, Digital Transformation, analytics teams, and BPO partners.

• Comfort with ambiguity while establishing structure, standards, reporting routines, and repeatable processes.

• Preferred: Experience in contact center, airline, travel, hospitality, customer care operations, BPO, or vendor partner operations.

• Preferred: Familiarity with Power BI, Databricks, SQL, dashboard development, business intelligence, workforce planning, capacity reporting, data governance, or source validation.

• Preferred: Experience in supporting executive reporting, QBRs, MBRs, vendor business reviews, or customer experience improvement initiatives.

🏝️ Benefits

• Medical, dental, and vision insurance coverage.

• 401(k) retirement savings plans.

• Paid holidays, vacation days, and sick leave.

• Travel benefits on Frontier Airlines and participating partner carriers.

• Buddy passes.

• Discounts related to travel and employee discounts on select products, services, and vendors.

• A hybrid work schedule for eligible headquarters positions based in Denver, Colorado.

• Business casual dress options for eligible corporate and support roles.

• Employee support programs and resources, including the HOPE League.