Analytics Specialist

TwinSpires is the premier online horse racing wagering platform in the United States. TwinSpires is owned and operated by Churchill Downs, Inc., and is the official online betting partner of the Kentucky Derby, bringing you more than 148 years of wagering experience. Players can wager through the TwinSpires desktop, mobile, and app-based advance-deposit wagering platforms as well as at retail locations and race tracks across the country.

JOB SUMMARY

The TwinSpires Analytics Specialist has the responsibility to measure, manage, and gauge all the activities of the call center representatives in conjunction with the Agent Supervisory staff and Operations Specialist staff. This Specialist is to perform a variety of duties which helps the contact center operate at an optimal efficiency, including QA and technical support for our AI agent modules. The responsibility includes building scripts and reports, organizing and configuring CRM applications, and maintaining both internal and external knowledge support interfaces to ensure Player Services Representatives are working in accordance with the call center guidelines, company policies, and regulations. In addition, this Specialist will proactively use the CRM applications to help provide both the management, product, and executive teams with accurate reporting data.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Ability to produce a variety of administrative documentation, such as training, processes and procedures, memos, instructions, and reports.
• Ability to analyze data and statistics related to the individual and the group.
• Continuously with CRM vendor to implement, refine, and monitor all AI agents. Proactively suggests opportunities for improvement for our players for all AI agents touchpoints.
• Exhibits general understanding and working knowledge of all Customer Call Center operations, performance metrics and subject-matter information.
• Exhibits the capability of succeeding as an individual and performing as part of a team effort.
• Exhibit skills at high level problem solving, resolution management, and conflict resolution.
• Exhibits ability to make rapid decisions in unique situations based upon prior successful experience.
• Exhibits appropriate time management skills and can evaluate priorities, delivering all tasks, and projects on time and to sufficient level of detail.
• Uses all data reporting systems to help develop best practices within business for each contact center team. Provides actionable data and feedback to various internal support groups and call center team leaders and managers as needed.
• Ability to communicate clearly, both orally and in writing, to a variety of levels, including customers, staff, peers and managers.
• Reliable attendance and dependability in meeting commitments and deadlines are essential functions of this position.
• Must be available and willing to work flexible schedules, when needed.
• Must be available to take calls/chats/emails as needed for emergency, refresher training or volume requirements, when needed.
• Able to maintain customer confidentiality.
• Self-motivated and dedicated to providing exceptional customer service.
• Participates in design of call monitoring formats and quality standards and updates as needed based on trend data analysis.
• Monitors customer communication including phone, email, chat, and AI agent customer contacts, as needed. Performs communication monitoring and provides trend data to site management team.
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Uses agent monitoring data to evaluate training needs and develops programs to address gaps in expected performance/communication and actual performance.
• Delivers training classes, continuing learning projects and follow-up quizzes to evaluate effectiveness of training programs, as needed.
• Ability to ensure accuracy of Agent monitoring metrics in all systems.
• Other duties as assigned by Management

REQUIRED SKILLS AND ABILITIES

• Exceptional listening and analytical skills.
• Strong technical skillset
• Intermediate to advanced level of knowledge with PC hardware and software (Word and Excel).
• Strong communication, written skills, and interpersonal skills (required to establish and maintain inter- departmental relationships).

EDUCATION AND EXPERIENCE

• 4 year degree preferred or work experience substitute
• 3 years customer service experience
• Strong knowledge of customer care processes and techniques
• Comfortable with fast paced work environment.
• Horse racing and/or pari-mutuel racing industry experience a plus but not required

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

The following physical and mental demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
a) While performing the duties of this job, the employee is frequently required to sit, sometimes for prolonged periods while working at a desk, on the phone, and/or on the computer; type on a computer keyboard; use hands to finger, handle or feel; talk or hear; reach with hands or arms; walk or stand; and perform some repetitive motion activities.
b) Specific vision abilities required by this job include close vision, color vision, color differentiation, peripheral vision, depth perception, and ability to adjust focus.
c) This position requires the ability to work effectively as part of a team; and concentrate on a variety of details when faced with interruptions and changing work priorities.
d) The mental demands are representative of those that must be met by an employee to successfully perform the essential functions, as described above, including but not limited to: demonstrated ability to anticipate and solve practical problems or resolve issues; reason, calculate figures and amounts; collect, interpret, and/or analyze complex data and information, and draw valid conclusions; interpret procedures and policies; and meet schedules in a dynamic and sometimes demanding work environment.
e) The noise level in this work environment is usually moderate. The work environment characteristics are representative of those an employee encounters while performing the essential functions of this job in a typical office environment.
f) The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.