Customer Operations Analyst

Job Title:

Operations Analyst, Customer Care

Reports To:

Sr Director, Customer Care

Location Name:
Richardson, TX

Join the team of experts and realize your true potential!

Why You Should Join the Service Experts Team? Our team consists of the very best; we believe in doing what is right for our customers and our employees. We provide our employees with training support and an opportunity for unlimited professional growth. Join us and become an EXPERT!

The Operations Analyst will be responsible for conducting analysis, provide recommendations to drive performance and process improvements for our customer care practices and methodologies. In this role the Operations analyst will be heavily involved in reviewing and analyzing call data and building reports based on these findings, process evaluation/creation, implementing company initiatives, and recommending programs to solution problems and improve the company’s performance metrics, growth, and overall customer experience.

The Operations Analyst will also be involved in projects and will assist with preparation, gathering documentation, documenting requirements, testing, and implementation. The individual will interact with all departments within the business, including but not limited to, Field Operations, Marketing, Legal, and Finance. The ideal candidate must be able to multi-task and manage multiple projects  individual must be detailed oriented and proactive, always being solution oriented in coming up with the best and most efficient ways to continually improve.

The individual will be able to work with minimal supervision and go above and beyond for our entities and in assisting their team members.

• Core resource in projects for process improvement initiatives that will drive a better customer experience for all customer groups.
• Assist with analysis and support implementation of tactics to improve company/center initiatives to support, including but not limited to, customer acquisition, customer retention, and maximizing tech utilization.
• Responsible for process mapping, current state analysis, root cause analysis and process development.
• Support the analysis of qualitative and quantitative benefits and development of business cases for new initiatives.
• Report development to measure performance improvements, and analyze and summarize performance reports to compare before and after state.
• Work in tandem with business improvement and/or growth development team to measure pilot programs or new product development and report back on results.
• Work closely with project team and assist with project delivery and operational readiness, including but not limited to documentation and training.
• Involved in implementing cross departmental process improvement initiatives and work in tandem with functional training groups to ensure a coordinated and smooth implementation, which may also include system enhancements.
• Perform analytical tasks, including but not limited to data mining, audits, and root cause driver analysis.
• Provide Contact Center Systems Support, which includes administration and end-user support such as: working with vendor to troubleshoot user issues, administer password resets, perform queue and call routing changes, and support projects that require system changes or enhancements.
• Support AI and automation projects in an analytical and tactical capacity, both in the project planning and implementation phases.
• Keep abreast of new contact center solutions, technology trends and enhancements, and possible threats to our ability to deliver exceptional customer experience.
• Support Director on department deliverables or other projects as assigned.

• Bachelor’s Degree in Business or equivalent experience in process improvement or operations in a customer service environment preferred.
• Some training or education in process improvement, lean six sigma, or business analysis is an asset.
• 4 years’ experience in a professional, analyst and/or specialist role in the customer experience/contract center industry; and additional experience in operations/finance/billing operations preferred.
• Strong foundation and…