Customer Service Excellence Analyst

Customer Service Excellence Analyst

The Customer Service Excellence Analyst is an individual contributor responsible for leading continuous improvement efforts and shaping the continuous improvement strategy across all Customer Service US. Driving initiatives for Customer Service Excellence while also supporting Operations Excellence in projects that help improve performance. Conducts, measures, and evaluates the effectiveness of training programs for achieving and maintaining compliance. The incumbent will be a key individual to ensure compliance with the Customer Service Policy.

• Provide training to all customer service new hires and support successful onboarding.
• Assess employee performance during training, and thereafter, provide relevant coaching and development and ultimately performance feedback to managers of employees.
• Partner with management on curriculum needs for continuous improvement.
• Partner with management on new ideas and projects to improve and standardize operational performance.
• Responsible for implementation of Customer Service Excellence initiatives such as process improvements, Standard Operating Procedures, Playbook revisions, NCR Process Management.
• Collaborate with Americas Excellence on application improvement projects to increase efficiencies.
• Work closely with management to assess performance gaps and key drivers and recommend training solutions and other related strategies for enhancing best practices.
• Collaborate with management to define business and performance objectives for all relevant training initiatives.
• Provide coverage to customer service when needed to support team and limit disruptions to customers and commercial team members.
• Develop, define success metrics; measure and evaluate the effectiveness of training in achieving desired outcomes.
• Keep abreast of current learning and performance strategies, delivery methods, and techniques.
• Facilitate training and evaluate impact of training on Customer Service effectiveness.
• Focus on improvement strategies and plans to maximize productivity.

• Ability to communicate orally and in writing in a clear and straightforward manner at all levels.
• Ability to maintain confidentiality of information.
• Ability to make decisions and solve problems while working under pressure.
• Ability to operate personal computers, spreadsheet application, database, windows, video creation technology, other technology.
• Ability to prioritize/organize effectively, managing multiple projects and meeting target deadlines.
• Ability to show judgment and initiative and to accomplish job duties.
• Collaborate and coordinate activities with management, with team, and across the function(s).

• Associate’s degree or 5 years equivalent customer service experience.
• Training experience.
• Proven track record of delivering excellent customer experience.

• Bachelor’s degree in business management or education.
• Experience writing standard operating procedures (SOP).
• Project management experience.

• Business Acumen
• Problem Solving/Analysis
• Customer/Client Focus
• Communication Proficiency
• Teamwork Orientation

This position has supervisory responsibility during new hire training program.

This job currently operates on a hybrid schedule rotating between in-office and remote work environments. This role routinely uses standard office equipment.

This is a full-time position, and the hours of work and days are Monday through Friday from 8 a.m. to 5 p.m., unless otherwise directed. Additional hours may be required as needed.

Some travel is expected for this position.

Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.