Reporting and Analytics Analyst

Waste Management

Boise, ID

Full Time

Mid Level

6 days ago

Job Description

About the Role

Waste Management (WM), a Fortune 250 company, is the leading provider of comprehensive waste and environmental services in North America. We are strongly committed to a foundation of operating excellence, professionalism and financial strength. WM serves nearly 25 million customers in residential, commercial, industrial and municipal markets throughout North America through a network of collection operations, transfer stations, landfills, recycling facilities and waste-based energy production projects. The Reporting and Analytics Analyst provides project support for Customer Experience systems and processes, focusing on designing and maintaining requirements to enhance internal and customer-facing systems aligned with WM's digital transformation strategies, goals, and standards. The role involves performing extensive analysis, recommending solutions, and collaborating with various departments to improve workflows, operational efficiency, and customer experience.

Key Responsibilities

Leads stakeholder engagement and discovery sessions to identify pain points and optimize agent workflows and online contact-back operations, driving improvements in customer support efficiency and experience.
Collaborates with cross-functional teams to align on enhancements and drive business outcomes, in line with enterprise quality and process standards and best practices.
Influences stakeholders to support initiatives through data-backed recommendations and strategic communication.
Conducts ad-hoc and structured analysis across multiple data sources to uncover trends, issues, and opportunities within the Customer Experience ecosystem.
Designs and maintains reporting tools and workflows to support data-driven decision-making.

Requirements

Ability to perform stakeholder engagement and discovery sessions to identify pain points and optimize workflows.
Experience in conducting data analysis across multiple sources to identify trends and opportunities.
Skill in designing and maintaining reporting tools and workflows for decision support.
Strong communication skills to influence stakeholders and present insights effectively.
Experience supporting customer experience or related systems and processes.

Working at Waste Management

WM is committed to operating excellence, professionalism, and financial strength, fostering a culture focused on continuous improvement, collaboration, and customer satisfaction.

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