The Sr. Analyst will be responsible for leading and implementing projects within the Customer Service Organization, and will oversee the planning, designing, and implementing of new systems or changes in existing systems or new technology integrations. The Sr. Analyst will design and develop customer service metrics and reports to support the business requirements and will play a key role in Business Process Documentation, Design and Improvement. Additionally, this role will be responsible for leading key customer service improvement initiatives and provide data driven insight and resolution recommendations. They will participate in cross-functional projects from a process and/or systems focus. The Sr. Analyst will be charged with implementing multiple initiatives against aggressive schedules. As the principle driver of their initiatives, this person will work across functional groups to coordinate efforts and ensure success; drive change management by understanding, communicating, and managing changes associated with system enhancements, implementations and process improvements.
This position will be located at our corporate headquarters.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES
25% Leads cross functional projects by developing limited portions of project plans,
timelines, and coordinating teams across each operational area. Ensure on time
delivery of specific goals and requirements for Customer Service projects
25% Analyze, identify and implement opportunities and corporate initiatives for
improvement that have measurable dollar impact each year
10% Documents Business Requirements and processes in a standard format
10% Provide ad-hoc business analysis, metrics, and reporting to support business
10% Model System Solutions and Scope the system
10% Design and develop customer service and systems training as required.
10% Coach and mentor customer service Analyst on team
NATURE AND SCOPE
Reports to Sr. Manager/Manager, Customer Service Experience
No associates report to this role on a permanent basis, but requires the technical leadership of a project work team: may select team members and assess capabilities, provide technical training, provide information necessary to meet work, project or program objectives, evaluate program or project performance.
ENVIRONMENTAL JOB REQUIREMENTS
Located in a comfortable indoor area.
Typically requires overnight travel less than 10% of the time.