Customer Service Success Analyst

Description

Main Accountabilities

Quality and Excellence:

• Performs monthly spot check reviews of Cases and Work Orders to ensure Quality Compliance and Good Documentation Standards are maintained
• Perform Call Quality reviews for the Technical Call Center
• Develop best practices and provide constructive feedback/guidance/training to our people
• Identify audit readiness gaps and work with BPOs and Leadership to improve and mitigate risks
• Performs CRM Case certification and recertification of TSC Agents
• Works with BPOs on trainings with new releases/changes that impact agents and adapts the review process as needed
• Drive development of our people to be the best possible with customer service/satisfaction

Reporting:

• Utilize VCC and Salesforce to update and maintain monthly Call Center reporting and metrics for agents.
• Create and maintain reports/dashboards to assist in the analysis and strategies for improvement within the TSC
• Perform monthly reviews / trending of Call Center metrics, Service Levels, Case/WO times

Business Development/Management Areas:

• Working with BPO's and Leadership, develop strategies to improve efficiencies, reduce costs and to improve resource utilization
• Assists with analyzing data from the annual IMV Customer Benchmark Survey and develop presentations based on survey results.
• Effectively manage multiple, projects, communicate architectures, frameworks and stories that tie them together to the Sr. Leadership team

Additional Areas:

• Empathic communicator with a consultative approach.
• Excellent communication skills including active listening, providing detailed feedback, and creating documentation
• Ability to balance multiple priorities in a fast-paced environment while delivering in expected timelines
• Excellent organizational, prioritization and time-management skills
• Be obsessed with customer experience and customer satisfaction