Other - IT

Company: KellyMitchell ( Learn More )

General Information
Not Specified
Not Specified
Not Specified
Job Description

KellyMitchell matches the best IT and business talent with premier organizations nationwide. Our clients, ranging from Fortune 500 corporations to rapidly growing high-tech companies, are exceptionally served by our 1500+ IT and business consultants. Our industry is growing rapidly, and now is a great time to launch your career with the KellyMitchell team.

Job Summary: Other IT


  • Analyze multiple customer listening posts (Call listening, Operational Metrics, Net Promoter surveys, Complaint Tracking, etc.) to identify opportunities to improve the merchant experience and develop action plans for these. 
  • Monitor performance reporting to identify execution opportunities and partner with cross functional teams to size and implement the opportunity 
  • Provide requirements for new or enhanced performance management tools (reporting, dashboards, etc.) to effectively monitor KPI’s at an individual agent, team, or process level 
  • Develop and distribute monthly management performance reports. 
  • Work closely with the Product Management, Marketing, Product Development, Risk Management, and Business Partnerships teams, to highlight customer experience opportunities and implement corresponding strategies 
  • Will require travel

  • Desired Skills/ Experience:

  • 3+ years expertise and experience in managing, organizing and analyzing large data sets across multiple sources to monitor performance and create management reporting.
  • Telesales, Phone Servicing, and/or Loan origination operations is a plus. 
  • Ability to handle multiple priorities and meet established time frames
  • Demonstrate professional curiosity to understand and improve performance 
  • Strong analytical background, with the ability to mine data to identify opportunities and develop quantified cost/benefit analysis of proposals. 
  • Independently overcome obstacles and resolve complex problems. 
  • Work cross-functionally and influence without direct authority. 
  • Manage complex projects and drive results. 
  • Effectively organize complex information into well written and structured documents such as executive presentations, technical requirements documents, agent procedures, and training manuals. 
  • Bachelor’s degree or higher in a quantitative field 
  • Job Requirements