.JOB DESCRIPTIONCreate a healthier, brighter future for pets, pet parents and people!If you want to make a real difference, create an exciting career path, feel welcome to be your whole self and nurture your wellbeing, Petco is the place for you.Our core values capture that spirit as we work to improve lives by doing what's right for pets, people and our planet.We love all pets like our ownWe're the future of the pet industryWe're here to improve livesWe drive outstanding results togetherWe're welcome as we arePetco is a category-defining health and wellness company focused on improving the lives of pets, pet parents and Petco partners.We are 29,000 strong and operate 1,500+ pet care centers in the U.S., Mexico and Puerto Rico, including 250+ Vetco Total Care hospitals, hundreds of preventive care clinics and eight distribution centers.We're focused on purpose-driven work, and strongly believe what's good for pets, people and our planet is good for Petco.General Summary :Responsible for analysis, synthesis, and reporting of all customer contact points (e.G., telephone calls, e-mail, online chats, text messages, interactive voice response (IVR), social media interactions, etc.) and related Voice of the Customer (VoC) insights. This role's primary objective is to make it easier for the Customer Care team to use operational data and customer feedback to understand the root cause of operational and customer experience problems and take action.This includes synthesizing multiple data sources into clear and intuitive reports and dashboards that help business owners make better decisions. Beyond creating great reporting, this role will also independently perform ad-hoc analysis and financial modeling that helps the team identify important trends and communicate key customer insights to stakeholders across the enterprise.Models the financial impact of important decisions and partners with Finance to build our annual financial plan. Finally, independently identifies, generates, and shares their own insights and recommendations for how we improve the operation and customer experience.Principle Duties and Responsibilities :Analyzes and manages reporting requirements for all contact center operations to support tactical and strategic decisions. Activities include:Identifying, combining and manipulating data from internal (e.G., customer contact software, Snowflake, Salesforce, etc.) and external sources (e.G., automated call dialer or ACD, survey feedback, etc.) to analyze and report on call volume trends, customer feedback and other KPIs (key performance indicators) using SQL programming, advanced Excel features, etc.Developing reports on contact center performance such as contact volumes and patterns, service levels, abandon rates, case creation, complaints.Working with 3rd party vendors to validate assumptions and data provided to Petco