Title:

Contact Center – Customer Care Analyst

HomeSafe Alliance is the single global household goods movement manager of over 300,000 Military Household Goods moves per year for USTRANSCOM and the U.S. Armed Forces, Department of Defense civilians, U.S. Coast Guard, and their families.

When you become part of our team at HomeSafe Alliance, your opportunities are endless. Through internal collaboration, and with our partners and customers, we’re defining tomorrow’s challenges, then providing the innovative solutions to overcome those challenges, always maintaining our commitment to Zero Harm and Sustainability Platform.

Working at HomeSafe Alliance means being rewarded for your contributions. In addition to competitive benefits and professional development, our people are empowered to use all their potential, creating meaningful change for themselves and our clients. We attract the best minds in the world because our expertise thrives on creativity, resourcefulness and collaboration. That is how we supply our clients with cutting-edge solutions.

As the needs of the world change, we’re ready to respond and guide the way forward with strategic, sustainable, and technological advancements grounded in more than a century of practical application and execution.

The HomeSafe team is dedicated to providing fast, easy, and efficient relocation experiences. More than 300,000 military and government households are relocated every year. Coordinating these transfers is a massive undertaking—and we’re proud to say that HomeSafe is positioned to improve the customers’ moving experience. As the GHC prime contractor and household goods moving service integrator, we provide earlier visibility into upcoming moves and greater network throughput capacity—ensuring household goods shipments are picked up and delivered on time. With cutting-edge technology and proven logistics expertise, we’re transforming the moving process by continuously evaluating, refining, and improving our tools and techniques. We’re dedicated to making sure that every move is better than the last.

We are currently seeking a highly skilled and motivated Assistant Claims Manager to assist in all aspects of claims management, to support and promote process improvement methodologies and best practices that enhance claims service.

About this role: This is an SCA position .

The Customer Care Analyst plays a critical role in ensuring efficient and effective customer service operations. This position is responsible for updating customer care data, analyzing the results, identifying trends, and providing actionable insights to improve overall customer satisfaction. Acting as a bridge between data and strategic decision-making, the analyst helps the organization optimize service performance and enhance customer experience.

POSITION DESCRIPTION :

• Update, clean, maintain source data for visualization in Power BI.

• Analyze data, gather insights, and evaluate current business processes to identify potential process improvement opportunities.

• Create Excel spreadsheets for weekly quality auditing.

• Research and report on KPI misses to contact center leadership.

• Participate in project meetings and propose process improvements.

• Monitor and report on progress of system enhancements.

• Collaborate with stakeholders to complete project tasks and produce deliverables.

QUALIFICATIONS AND SKILLS REQUIREMENTS :

• Bachelor’s degree or equivalent experience in lieu of degree.

• 2 years’ experience analyzing data and creating reports in a contact center environment.

• Must be a U.S. citizen due to contractual requirements.

• Knowledge of Microsoft Office Suite including Word and PowerPoint, with intermediate knowledge of Excel.

• Good communication and interpersonal skills capable of maintaining strong relationships.

• Strong organizational and multitasking skills with the ability to manage competing priorities.

• Excellent analytical and problem-solving skills.

• Good collaboration skills.

• Detail oriented, flexible, and capable of working with minimal supervision.

Preferred

• Military move industry experience, Military experience, and/or immediate family member of a military member while on active duty.

Note : This position is fully remote / work from home. HomeSafe will supply appropriate equipment, employee provided high speed internet is required.

To be successful in this role, you must have reliable high-speed internet access with a minimum download speed of 100 Mbps to support frequent online collaboration, large file transfers, and video conferencing.

Benefits:

• Medical, Dental and Vision Insurance.

• Paid time off (PTO) Three weeks of PTO for newly hired employees

• 401(k)

• Health and Wellness Programs

• Disability, Life and AD&D insurance

• Employee Support program

• Family Support: Bright Horizons, child and elder care services

• Teladoc Medical Experts, second opinion program

• Travel Accident & Medical

• TRICARE Supplement Plan

• Voluntary Benefit Plans

• And more!

Belong, Connect and Grow at KBR

At HomeSafe, we are passionate about our people and our Zero Harm culture. These inform all that we do and are at the heart of our commitment to, and ongoing journey toward being a People First company. That commitment is central to our team of team’s philosophy and fosters an environment where everyone can Belong, Connect and Grow. We Deliver – Together.

HomeSafe is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.