Analyst Customer Care Reporting

POSITION TITLE

: Analyst - Customer Care Reporting

REPORTS TO

:

Associate Manager, Customer Care Compliance and Forecasting STATUS:

Full Time Non-Exempt

POSITION SUMMARY

The Analyst, Customer Care Reporting, drives operational excellence by delivering accurate, reliable data and monitoring performance to support departmental goals. In this role, you will maintain forecasting tools and analyze performance trends, providing internal and external partners with insights that inform daily operations and enable data-driven decisions that enhance the customer experience. As the Analyst, Customer Care Reporting you will embody our values by creating a positive and productive workplace culture acting as a role model for all associates.

RESPONSIBILITIES

: Maintain and refine AEO and Premium contact volume forecasts to support internal and third-party staffing plans, hiring strategies, and seasonal workforce needs. Develop and distribute customer-focused reporting for Customer Care Experience, Strategy, and Technology teams to support continuous improvement initiatives. Design, enhance, and maintain performance dashboards to ensure visibility into team metrics and goals. Monitor daily service levels and key performance indicators (KPIs) across third-party contact centers and internal care teams to ensure alignment with service standards. Analyze customer data to identify trends, provide actionable insights, and conduct root cause analysis to improve performance. Validate data accuracy across reporting tools and resolve discrepancies to maintain a consistent, reliable source of truth. Additional duties as assigned.

QUALIFICATIONS

Bachelor's degree in Business, Data Analytics, Statistics, Economics, or related field 1-3 years of experience in business analysis, reporting, workforce management, or a similar operational role (retail or customer care preferred) Advanced proficiency in Excel based applications (complex formulas, pivot tables, macros, data visualization) Proficiency with BI tools (Tableau preferred) for dashboard and report creation Working knowledge of databases and SQL for data extraction and querying Experience with forecasting and capacity planning models Strong communication skills with the ability to translate data into clear insights Collaborative team player with strong organizational skills Self-motivated and detail-oriented; thrives in fast-paced, deadline-driven environments Occasional Travel required

PHYSICAL REQUIREMENTS

Ability to sit, stand, or walk for long periods of time.

PAY/BENEFITS INFORMATION

Actual starting pay is determined by various factors, including but not limited to relevant experience and location. Subject to eligibility requirements, associates may receive health care benefits (including medical, vision, and dental); wellness benefits; 401(k) retirement benefits; life and disability insurance; employee stock purchase program; paid time off; paid sick leave; and parental leave and benefits. Paid Time Off, paid sick leave, and holiday pay vary by job level and type, job location, employment classification (part-time or full-time / exempt or non-exempt), and years of service. For additional information, please click here AEO may also provide discretionary bonuses and other incentives at its discretion.