About the team + role

Robinhood’s Customer Experience team is committed to providing world-class service to our customers -- many of whom are investing for the first time. The Global Outsourcing team is responsible for conducting audits & identifying scalability and performance opportunities within our customer service interactions, SOPs, WSPs, trainings, etc, and ensuring a high-degree of quality & regulatory compliance.

As a Call Center Operations Performance Analyst, you will act as a strategic advisor to the Director of Global Outsourcing, Vendor Relationship Management, leveraging data and insights to drive continuous improvement, enhance operational efficiency, and optimize the customer experience. You excel at collecting and analyzing data from various sources to assess call center performance, agent efficiency, and customer satisfaction. By tracking key performance indicators (KPIs), identifying trends, and conducting root cause analysis, you will be responsible for developing data-driven strategies to optimize operations, reduce costs, and improve customer experience. Additionally, you will collaborate with internal and vendor management to implement process improvements, ensure quality assurance, and leverage technology for reporting and performance monitoring.

The role is located in the office location(s) listed on this job description which will align with our in-office working environment. Please connect with your recruiter for more information regarding our in-office philosophy and expectations.

What you’ll do

• Data Collection and Analysis:

  Gather and analyze large volumes of data from various sources, including call recordings, customer interactions, performance trends and operational reports.

• Performance Monitoring and Measurement

  : Track critical metrics like call volume, average handle time, agent satisfaction scores (ASAT), customer resolution rates, quality scores, and agent productivity. Develop and implement performance dashboards and reports to visualize and track these metrics.

• Customer Satisfaction and Experience Enhancement:

  Analyze customer feedback and satisfaction data to understand customer needs and preferences. Develop strategies to improve customer experience, reduce agent effort, and increase customer satisfaction.

• Reporting and Communication:

  Prepare and present insightful reports and presentations to management, stakeholders, and other relevant parties. Communicate data-driven findings and recommendations clearly and effectively to incite action and support decision-making.

• Collaboration with Engagement Center Teams:

  Work closely with call center management and Vendor Management to inspect and implement performance improvement initiatives, and address performance issues at BPO sites.

What you bring

• 3 - 5 years of relevant call center, engagement center, operational performance management and analytics experience.

• Strong Analytical and Problem-Solving Skills:

  Interest in analyzing complex data, identify trends, and develop data-driven solutions to address operational challenges.

• Data Analysis and Reporting Expertise:

  Proficient in using various data analysis software and tools such as Google suite, Looker, Salesforce, Tableau, Power BI, or other relevant software. Proven experience and techniques in statistical analysis, data visualization, and reporting capabilities.

• Knowledge of Call Center Operations:

  Including a deep understanding of call routing, queue management, agent performance metrics, and customer service best practices.

• Communication and Presentation Skills:

  Ability to communicate complex information effectively, both verbally and in writing, to different audiences including business leaders, stakeholders, and team members.

• Collaboration and Partnership:

  Ability to work effectively with different teams, including call center agents, supervisors, managers, and other departments, to assess and implement performance improvement initiatives.

What we offer

• Market competitive and pay equity-focused compensation structure
• 100% paid health insurance for employees with 90% coverage for dependents
• Annual lifestyle wallet for personal wellness, learning and development, and more!
• Lifetime maximum benefit for family forming and fertility benefits
• Dedicated mental health support for employees and eligible dependents
• Generous time away including company holidays, paid time off, sick time, parental leave, and more!
• Lively office environment with catered meals, fully stocked kitchens, and geo-specific commuter benefits

We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on September 19, 2024.

Please see the independent bias audit report covering our use of Covey here.