Job Description

About this job

For 25 years, CarMax has led the way with an innovative, customer-centric way to buy and sell a used car.  We are the nation’s largest retailer of used cars, with 25K+ associates and 200+ locations nationwide.  CarMax has a long-standing commitment to compliance and conducting business with integrity.  As such, the CarMax Compliance Services (CCS) Analytics team provides data and analytical support to the Compliance and Legal teams and automates how we monitor interactions between CarMax Auto Finance (CAF) associates and customers.  This team leverages its technical capabilities and business knowledge to deliver data and reporting that meets the needs of these internal customers.   The CCS Analytics team also constantly improves the way we evaluate customer interactions and leverages technology to provide insight into how our associates are performing and the experience we are providing our customers.  We work as a collaborative team, set a high bar, and hold ourselves accountable for driving great results for our business.  This position will be in Kennesaw, GA and will require minimal travel.

What you will do – Essential Responsibilities

While not having direct reports, the Senior Analyst will assemble and lead project-based teams as well as mentor and develop other team Analysts.  This role will develop and maintain an understanding of CarMax and CAF business practices and anticipate how changes will impact and create opportunity for data, reporting and speech analytics improvements. 

Analysis & Reporting

Mine transcribed customer interactions using CallMiner software to create searches, categorize customer interactions, and develop operational scorecards and monitoring reporting. Gather and analyze data (e.g. SQL, Teradata) and act as a subject matter expert for enterprise data warehouse content and other information sources needed to support legal and compliance testing/audits of operational compliance Conduct exploratory analysis and specific interaction analysis for various stakeholder needs and develop analytics and reporting to support continuous compliance monitoring and to drive key decisions and day to day associate coaching and development Design and create reporting in data visualization software (e.g. Tableau, Power BI) to improve compliance insight and efficiency Lead development of a customer interaction monitoring program and identify and incorporate improvements in analysis based on additional functionality using technology Partner with stakeholders to understand requests for data/insights/analytics and develop methodology and mentor others on the process to gather and assess information and develop reports to meet stakeholder needs Translate operational requirements and behavioural expectations into automated monitoring Extract data from speech analytics platform API to support data warehouse load and report development

Communication

Communicate insights and build awareness around opportunities identified Tailor communications to various audiences with different interests and/or levels of familiarity with the technology Build training material as needed and assist with hands on CallMiner training for CAF end user community Collaborate on analytical approach with internal customers and respond to questions from CAF CallMiner users

Internal and External Relationships

Develop strategic internal relationships across the compliance analytics and speech analytics fields and analyst communities.  Share and learn best practices.  Proactively identify problems and opportunities and work collaboratively to develop solutions

System Administration

Provide user administration for speech analytics software (CallMiner) Develop and facilitate routine monitoring activities to proactively identify CallMiner performance issues. Escalate and manage issues with vendor.  Assist with IT project requests to enhance functionality or usability of the CallMiner software  Support other compliance focused systems as needed

Purpose of the role

The Senior Analyst, CCS Analytics brings a strong analytical mindset, curiosity, business knowledge and technical capabilities that will impact multiple aspects of our organization.  You will take a lead role and mentor others in the deployment of a speech analytics program that both integrates with existing structures and creates new outlets for insights across all areas of CAF.  Your efforts will help to continually improve compliance functions and operations performance by equipping others with the data and performance information focused on a consistently iconic experience for our customers. 

Qualifications and Requirements

Bachelors degree and related experience preferred
Minimum of five or more years’ experience in contact center operations management, speech analytics or data analytics, required
Demonstrated capability to convert objectives into actionable tasks, timelines and plans
Technical ability to manipulate and interpret complex data sets
Ability to learn technical systems (speech analytics systems a plus)
Proficiency in SQL and/or experience with Power BI / Tableau required
Strong written and verbal communication skills
Demonstrated ability to build and grow partnerships across functional areas.
Display exceptional analysis & decision making skills to ensure successful stakeholder communications
Ability to juggle multiple competing tasks and work in a fast-paced environment
Ability to present complex information and tailor to various groups
Comfort working with ambiguity
Advanced level of proficiency with personal computers and Microsoft Office applications (Excel, Word, PowerPoint)