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LogMeIn Senior Business Intelligence Analyst in Boston, Massachusetts

Job Description

Overview

At LogMeIn we are looking to hire an Analyst with experience in supporting a Customer Support organization to step in and collaborate with our support leaders and equip the teams with reports, dash boards and data sets to help them track their performance and achieve their business goals.

Responsibilities:

  • Measure agent productivity such as: AHT, Cases Closed, Case Duration, OSAT Score, Etc.

  • Support Call Center Operations by partnering with our WFM Team

  • Support move of Call Center to Revenue Retention Center

  • Model Impact of employee attrition and onboarding

  • Improve systems processes

  • Support Quality Assurance and Continual Development Teams through reporting and analysis support their effort to scale to the size of our current operation

Qualifications:

  • Required Soft Skills / Experience:

  • Experience working in Inbound or Outbound Contact Center and understanding of industry standard measurements.

  • Experience with enterprise Call Center Telephony Systems such as Interactive Intelligence or Five9 is a plus

  • Experience and familiarity with Workforce Management or Capacity Planning disciple a plus

  • Bachelor’s Degree in Information Technology, Engineering, Statistics or related quantitative discipline

  • Self-motivated individual who strives to continue to self-guided development for their technical skillset

  • 3+ Years of Analytics or operations experience

  • Required Technical Skills:

  • Advanced SQL Skills (Presto, Hive, Snowflake)

  • Experience with BI Tools (Tableau Preferred, Looker, Power BI)

  • Experience working with Salesforce.com

  • Advanced proficiency with Excel

  • Experience with Python or R (Pandas, Matpolotlib, Scipy, PySpark, Numpy, Seaborn, Boto3, Statsmodels)

  • Experience with Time Series forecasting a plus

  • Nice to have Technical Skills:

  • Experience with Khoros

  • Experience with Qualtrics

  • Experience with Clarabridge

Our Values:

· Be Real

· Think Big

· Move Fast

· Keep Growing

At LogMeIn, Inc., we build category-defining products that unlock the potential of the modern workforce, making it possible for millions of people and businesses around the globe do their best work, whenever, however, and most importantly, wherever. We’re a pioneer in remote work technology and a driving force behind today’s work-from-anywhere movement, and have become one of the world’s largest SaaS companies with tens of millions of active users, more than 3,500 global employees, over $1.2 billion in annual revenue and more than 2 million customers worldwide who use our software as an essential part of their daily lives. We’re headquartered in Boston, Massachusetts with additional locations in North America, South America, Europe, Asia and Australia.

LogMeIn, Inc. is committed to providing equal opportunity in employment to all employees and applicants for employment. No employee or applicant shall be discriminated against in the terms and conditions of employment on the basis of race, color, religious creed, gender, sex, pregnancy, religion, marital or domestic partner status, age, national origin, ancestry, physical or mental disability (including AIDS/HIV), medical condition, sexual orientation, gender identity, gender expression, genetic information, military and veteran status, application for or denial of family and medical care leave and/or pregnancy disability leave, or any other basis protected by federal, state or local law or ordinance or regulation. LogMeIn, Inc. also prohibits discrimination based on the perception that anyone has one of these characteristics or is associated with a person who has or who is perceived as having any of those characteristics.Each officer, manager, and employee is expected to support, cooperate with, and carry out this policy. Any employee who believes he or she has been the victim of employment discrimination, or has witnessed discrimination in the workplace based on any of these factors should report the matter immediately to Human Resources.

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