This role supports the ERS Call Center Analytics team by providing analytical and organizational assistance in developing and delivering accurate reports on key performance indicators (KPIs), compensation and incentives.

This position is a hybrid setting ; you must be able to commute to our office in Costa Mesa for work multiple times a week.

What can we offer?

AAA culture is one that supports volunteerism, diversity, inclusion and so much more.

Training programs to help employees acquire various skills necessary to do their jobs and to support career development.

Responsibilities include:
Strong data analysis skills to identify trends and actionable insights

Design, build, and maintain reporting that measure key performance indicators (KPIs) such as Service Quality, Growth, Turnover, Efficiency, and Accuracy.

Develop and deliver internal performance and financial reports, including expense tracking, incentive program analysis, and goal progress.

Provide ad hoc data analysis across multiple data sources using tools and languages such as AWS, SQL, Teradata, Python, Tableau, Hadoop, Excel, and Access.

Collaborate with cross-functional technical and business teams to support project development, data initiatives, and process enhancements.

Perform trend identification and root cause analysis, and present data-driven solutions to stakeholders.

Assist with designing, building, and maintaining data tables for query optimization.

Document data processes, workflows, and reporting logic for implementation and ongoing production support.

Create and maintain data flow models to support ETL (Extract, Transform, Load) processes and data pipeline development.

Qualifications:
Minimum bachelor’s degree in a quantitative or technical field (math, statistics, computer science, engineering) or comparable experience.

Excellent communication skills, both written and verbal, to effectively convey complex ideas and findings throughout the entire duration of each project (Discovery, Meeting with Stakeholders, Validation and Presentation).

Experience in contact center analytics, customer experience, or operations environments.

Proficiency in SQL and working with relational databases to query, analyze, and manipulate both structured and unstructured data.

Ability to conduct calculations and data manipulations for thorough data validation and analysis.

Experience or knowledge of Salesforce preferred

Data visualization expertise using Tableau is required.

Background in a traditional data/analytics corporate environment, with strong understanding of organizational data use.

Advanced Excel skills (incl. VBA, macros, complex calculations, etc.) preferred.

Quick learner with demonstrated ability to adapt to new systems, tools, databases, and processes.

The starting pay range for this position is:
$72,700.00 - $96,800.00
Additionally, for full time positions, you will be eligible to participate in our incentive program based upon the achievement of organization, team and personal performance.
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Remarkable benefits:

Health coverage for medical, dental, vision
401(K) saving plan with company match AND Pension
Tuition assistance
PTO for community volunteer programs
Wellness program
Employee discounts

Auto Club Enterprises is the largest federation of AAA clubs in the nation. We have 14,000 employees in 21 states helping 17 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity – we win. All of Us! With our national brand recognition, long-standing reputation since 1902, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team.

“Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.”

AAA is an Equal Opportunity Employer

The Automobile Club of Southern California will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance (FCIHO), the Unincorporated Los Angeles County (ULAC) regulation, and the California Fair Chance Act (CFCA).

Auto Club Of Southern Calif

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