Experienced Business Analysis Supervisor for Apple Customer Support – Driving Operational Excellence and Customer Experience through Data-Driven Insights

Introduction to blithequark At blithequark, we believe that extraordinary thoughts have the power to become incredible products, services, and customer experiences rapidly. As a leader in the industry, we are committed to delivering top-tier customer service experiences while driving cost-saving measures and organizational improvements. Our team is passionate about making a difference, and we are looking for a talented Business Analysis Supervisor to join our Apple Customer Support team. Job Overview We are seeking an experienced Business Analysis Supervisor to lead a team of analysts who are responsible for analyzing data and processes to gain insights that improve the operations of our global contact center support business. As a key member of our team, you will be responsible for driving a culture of excellence, innovation, and continuous improvement. Your expertise in quantitative analysis, business acumen, and leadership will enable us to make informed decisions, drive efficiency, and construct greater experiences for our customers. Key Responsibilities Lead a team of analysts to analyze data and processes to identify opportunities for improvement and drive business outcomes Develop and implement metrics to measure performance and drive accountability Collaborate with cross-functional teams to design and implement process improvements and efficiency initiatives Provide insights and recommendations to senior leadership to inform business decisions Develop and maintain dashboards and reports to track key performance indicators (KPIs) Stay up-to-date with industry trends and emerging technologies to identify opportunities for innovation and improvement Essential Qualifications To be successful in this role, you will need to have: A Bachelor's degree in mathematics, economics, finance, statistics, engineering, operations research, or a related field 3+ years of experience in data analysis, preferably in a customer support or contact center environment Proven experience with SQL and Tableau Advanced proficiency in Excel and PowerPoint Experience with Python is a plus Strong business acumen and ability to drive business outcomes through data-driven insights Excellent communication and presentation skills, with the ability to articulate complex concepts to senior leadership Preferred Qualifications While not required, the following qualifications are preferred: An MBA or MS degree Experience with Apple products and services Knowledge of contact center operations and customer support processes Experience with data visualization tools and techniques Certification in data analysis or a related field Skills and Competencies To be successful in this role, you will need to possess the following skills and competencies: Strong analytical and problem-solving skills, with the ability to drive insights from complex data sets Excellent communication and presentation skills, with the ability to articulate complex concepts to senior leadership Strong business acumen, with the ability to drive business outcomes through data-driven insights Ability to work in a fast-paced environment, with multiple priorities and deadlines Strong leadership and management skills, with the ability to motivate and develop a team of analysts Ability to work collaboratively with cross-functional teams, including operations, marketing, and product development Career Growth Opportunities At blithequark, we are committed to the growth and development of our employees. As a Business Analysis Supervisor, you will have opportunities to: Develop your leadership and management skills, with opportunities to lead projects and teams Expand your analytical and technical skills, with training and development opportunities in data analysis, visualization, and machine learning Collaborate with cross-functional teams, including operations, marketing, and product development, to drive business outcomes and innovation Participate in industry conferences and events, to stay up-to-date with the latest trends and technologies Work Environment and Company Culture At blithequark, we are passionate about creating a work environment that is collaborative, innovative, and fun. Our company culture is built on the following values: Customer obsession: We are dedicated to delivering exceptional customer experiences, through our products, services, and support Ownership: We empower our employees to take ownership of their work, and to make decisions that drive business outcomes Innovation: We encourage innovation and experimentation, to drive growth and improvement Collaboration: We believe in the power of collaboration, and work closely with cross-functional teams to drive business outcomes Integrity: We operate with integrity, transparency, and honesty, in all our interactions and decisions Compensation, Perks, and Benefits We offer a competitive salary and benefits package, including: A salary of $25 per hour Comprehensive health, dental, and vision insurance 401(k) matching and retirement savings plan Paid time off and holidays Opportunities for professional development and growth Access to the latest technologies and tools A fun and collaborative work environment Conclusion If you are a motivated and experienced Business Analysis Supervisor, with a passion for driving operational excellence and customer experience through data-driven insights, we encourage you to apply for this exciting opportunity. At blithequark, we are committed to creating a work environment that is collaborative, innovative, and fun, and we look forward to welcoming you to our team.