Report Analyst

Afni is hiring a Report Analyst who is responsible for the measurement, tracking, follow up, and trending of the client and Afni metrics to ensure exemplary customer service by better understanding how the customers view various products and services and by identifying impactful behaviors. Incumbent will work under limited supervision, with latitude for initiative and independent development and judgment / decision making.

What you will be doing:

  • Gather and review internal and external metric reports to see operational insights- this includes customer feedback and interactions. Findings are documented and presented regularly to address possible guidance and problem resolution.
  • Analyze weekly and monthly survey results, in an effort to identify agent, team, and project behavioral trends and the impact they have on program performance. Document outcomes and recommendations for operational insights.
  • Forward escalations to internal leadership and ensure timely follow-up and closure.
  • Process internal and external ad hoc report requests/analysis.
  • Work with other Afni departments to provide support / information- this includes floor support and training.

Requirements

What you will need:
  • High school diploma / GED and 1-2 years of relevant work experience in a call center environment preferred.
  • Background in evaluating and presenting data through Excel or other reporting tools
  • Proficiency with Microsoft Office (more specifically, Excel) and in-depth internet navigation skills / knowledge required.
  • Demonstrated strong verbal / written communication and customer service and sales skills required.
  • Proven analytical and problem solving skills required.

Looking for a fun place where you can fit in, fuel your passions, help people, and take charge of your career? You’re in the right place. Join the Afni family and be part of our talented global team passionate about helping people and pursuing the life we dream about.  

Do Your Best Work and Grow Your Career

When you join Afni, we'll instantly make you part of our global family of friendly people focused on making really good customer experiences happen. If you're like us, you want to belong to something special, have meaningful work to do, and know how to achieve your career and life goals. 

Our award-winning training and development programs get you ready to work and grow. If you’re the kind of person who wants to build a career and learn new things, we’ll provide the path and the tools to get you there. You bring the motivation and commitment. 

Work in and Support the Auburn-Opelika Community

Are you the kind of person who loves to get involved in community events and non-profit organizations? We love it and make it a habit to respond to the needs of the Auburn-Opelika community through fund raisers, community events, and other service opportunities. 

When you work here, you’ll have plenty of chances to get involved. In Auburn-Opelika, we regularly support March of Dimes, United Way, Adopt-a-Mile, Opelika City Schools, Auburn City Schools, and more.

The Perks

Incentives + Bonus
Incentives + Bonus
Competitive Pay
Competitive Pay
Dress for Your Day
Dress for Your Day
Paid Time Off
Paid Time Off
Tuition Reimbursement
Tuition Reimbursement
Fun Events
Fun Events
Referral Bonus
Referral Bonus