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Job Description
Remote Status: On-Site
Job Id:
6087-8013
# of Openings:
1
Jostens is an Equal Opportunity Employer and complies with applicable employment laws. EOE/M/F/Vet/Disabled are encouraged to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
JOB TITLE: Data Analyst, CS
LOCATION: Santiago, RD
Working Model: On site
Schedule: 8:00 am -5:30 pm
GENERAL DESCRIPTION OR PURPOSE OF JOB:
The Data Analyst for Customer Service is responsible for coordinating data collection, tracking performance, and delivering accurate reporting and trend analysis to support Customer Care Operations.
This role partners closely with the Customer Care Manager, Quality Engineer, Supervisors, and other stakeholders to support both front- and back-office operations. The incumbent drives data integrity implements best practices in data management, and develops automated solutions to enable consistent analysis, standardized processes, and timely, data-driven decision-making.
RESPONSIBILITIES / ESSENTIAL FUNCTIONS:
Data Management & Reporting
- Manage end-to-end Customer Care data collection and reporting processes.
- Ensure accuracy, consistency, and timeliness of performance metrics across all reporting outputs.
Metrics Tracking & Trend Analysis
- Oversee data processes to ensure contact center models reflect accurate and up-to-date information.
- Capture, store, and analyze key metrics, trends, and averages on a weekly, monthly, quarterly, and seasonal basis.
- Communicate insights, trends, and potential business impacts to management.
- Establish and maintain effective communication channels to highlight events impacting workload, service levels, and quality.
- Recommend and communicate workforce adjustments based on data-driven insights.
In support of Metrics – KPI`s management – Dashboards creation
- Support KPI management through the creation and maintenance of dashboards and reporting tools.
- Document reporting processes and estimate baseline effort and cost associated with metric tracking.
- Identify opportunities to streamline reporting by eliminating redundancies and improving efficiency.
- Standardize, simplify, and automate reporting processes where possible.
- Evaluate and implement optimal tools for data analysis and visualization (e.g., Excel, Power BI, dashboards, and other analytical solutions).
Continuous Improvement & Action Planning
- Develop, implement, and regularly review communication and response strategies for identified performance issues.
- Ensure timely escalation and resolution of issues through structured action plans.
- Support continuous improvement initiatives by leveraging data insights to drive operational efficiency and service quality.
JOB REQUIREMENTS/SPECIFICATIONS: Note that (i) computer literacy and working-level skill with the basic MS Office suite (Word, Excel, Outlook, Explorer), (ii) good verbal and written communication skills, (iii) good interpersonal skills, and (iv) the ability to work well both individually and in a team environment are default requirements for all Jostens exempt and salaried nonexempt employees.
Required:
- Bachelor’s degree in engineering, business administration, or equivalent experience
- 1+ years of experience as a Data Analyst
- Proficient in MS Word, MS Excel, MS PowerPoint
- Self-motivated with the ability to excel in a minimally managed, high-profile position.
- Ability to work independently with efficient time management skills, adapt to changing priorities, meet deadlines, and work well under pressure.
- Solid knowledge of mathematical concepts such as probability and statistical inference.
- Analytical and problem-solving skills, with the ability to define problems, collect data, establish facts, and draw valid conclusions.
- Strong attention to detail.
Benefits:
- Weekly Payment
- Performance Incentives
- Law medical insurance and AFP
- Complementary Medical Insurance
- Life Insurance
- 2 way free Transportation
- Internal Bank
- Credit in pharmacy and optic center
- Referral Program
- Growth Opportunities
About Jostens:
Celebrating 125+ years of business, Jostens has been a part of local communities, working with K-12 schools, colleges and universities, teams, and affiliation groups. Representatives from Jostens touch thousands of schools and groups every day, working to make a difference with products and services that recognize accomplishments and help people tell their stories. These products, along with resources for educators, yearbook curriculum and services to help motivate and inspire like Jostens Renaissance® and Commitment to Graduate (C2G) are all designed to contribute to a positive and rewarding school experience. As a household name and leading brand in our market, we are passionate about being the most trusted partner in celebrating moments that matter. We are a mid-size company with a small company feel, allowing us to move fast and explore innovative ideas.
Celebrating 125+ years of business, Jostens has been a part of local communities, working with K-12 schools, colleges and universities, teams, and affiliation groups. Representatives from Jostens touch thousands of schools and groups every day, working to make a difference with products and services that recognize accomplishments and help people tell their stories. These products, along with resources for educators, yearbook curriculum and services to help motivate and inspire like Jostens Renaissance® and Commitment to Graduate (C2G) are all designed to contribute to a positive and rewarding school experience. As a household name and leading brand in our market, we are passionate about being the most trusted partner in celebrating moments that matter. We are a mid-size company with a small company feel, allowing us to move fast and explore innovative ideas.
Jostens is an Equal Opportunity Employer and complies with applicable employment laws. EOE/M/F/Vet/Disabled are encouraged to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
https://www.jostens.com/about/california-employee-privacy-policy
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