Customer Service Representative Position Available In Middlesex, Massachusetts

Customer Service Representative 3.3 3.3 out of 5 stars Woburn, MA 01801 The Customer Service Dispatch Reporting Analyst is responsible for analyzing, reporting, and optimizing dispatch and customer service operations. This role supports data-driven decision-making by compiling performance metrics, identifying trends, and generating actionable insights. The analyst collaborates with dispatch teams, customer service, and leadership to ensure efficient operations and improved customer satisfaction.

Key Responsibilities:

Collect, analyze, and interpret data from dispatch and customer service systems (e.g., CRM, WFM, ticketing systems). Develop and maintain dashboards, scorecards, and standard reports for KPIs such as response time, on-time performance, case resolution, and customer satisfaction. Monitor and report on dispatch team performance, technician productivity, and service-level agreements (SLAs). Identify trends, root causes, and opportunities for process improvement in dispatch operations. Work closely with operations, IT, and customer service teams to automate reporting and improve data quality. Create ad-hoc reports to support business needs and strategic initiatives. Support forecasting and resource planning through historical data analysis and predictive modeling. Assist in developing data-driven strategies to improve customer service delivery and dispatch efficiency.