Operations Analyst, Customer Care

Operations Analyst, Customer Care

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 at once. The 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 experience working with CRMs, appointment booking systems, billing systems; additional experience with financial and / or telephony systems is an asset.

Strong foundation and experience with Microsoft Excel, Word, and Powerpoint or other similar systems.

Possesses technical acumen and able to assist with all projects related to Contact Center Systems automation and enhancements, including AI enablement.

Experience working with Service Titan and Microsoft Dynamic F&O is strongly preferred.

Experience reading process maps, constructing process maps is an asset.

Proven process improvement skills with the ability to lead change.

A self-starter and have the ability to work in a fast-paced, dynamic environment.

Strong problem-solving skills and a proven track record of leading complex operational and billing projects to a successful completion.

Excellent customer service skills to deal with difficult customer billing issues.

Possess superb communication skills (written and oral) in order to give presentations in person and virtually, interact, and consult with upper management and various business partners.

Must have impressive teamwork and collaboration skills to regularly communicate and build programs with department heads and other team members.

Well-developed problem-solving and analytical skills.

Proven ability to effectively work with internal and external teams to accomplish goals.

Detailed oriented, with strong organization and time-management skills in order to meet tight deadlines.

Understanding of SOX processes and audit concepts and requirements is a plus.

Strong public speaking skills and can confidently present recommendations to the leadership team and successfully convince them to follow their plans of action.

Service Experts offers a comprehensive benefits package designed to support employees and their families in managing their health and wellness needs, including :

Competitive Pay with incentive opportunities

Paid Time Off and Company Holiday Pay

Medical, Dental, and Vision Insurance programs

401(k) Retirement Savings Plan with company matching contributions

Life Insurance and disability insurance options

Supplemental benefit programs

World Class Training opportunities through our Experts University

Career Development opportunities

Service Experts Heating & Air Conditioning is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

The job description is not intended to be a complete list of all responsibilities, duties, or skills required for the job and is subject to review and change at any time with or without notice in accordance with the needs of Service Experts.

Service Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations upon request for individuals to participate in the application and hiring process.