We have an opportunity for an energetic individual to work across all North America Lines of Business within the Global Customer Service (GCX) organization supporting the development of strategy and insights for key operational metrics while providing market level insights to help deliver our mission. The NA Operations Analyst will be responsible for working with the Operations and Cross Functional teams across the region in reviewing all aspects of the business that impact our operational KPIs. Providing analytical support to the leadership team to support both strategic and tactical decision making, while also providing support to the operations teams in delivering outputs will be a vital part to this role. This role will take lead on the development and completion of specific projects, reviewing and providing data, work stream analysis & Tools efficiency analysis, and identifying/understanding operational efficiencies.
Primary Job Responsibilities:
Gathering data and providing deep dive analysis to identify trends and root cause volume drivers impacting our members and the Operational and Customer Experience critical metrics.
Developing Ways of Working
Support the Operations team with developing ways of working that support operational requirements
Document and Capture findings that aid in improved ways of working
Engage with support functions to ensure we are understanding inputs that may impact the market level outcomes
Drive insights to action, demonstrating insights and findings to support outcomes on KPI’s across groups
Working closely with support teams to support gaps and provide insights on way of working
Monitoring delivery against Operational Efficiency and Customer Experience objectives
Capturing insights and trends to support decision making at Market level
Provide daily, weekly, and monthly updates to the extended leadership team on the Regional Performance
Reporting and analysis responsibilities
Supporting Regional Operations by reporting back insights against key initiative
Understand cause and effect across the Lines of Business which are impacting the NA Market
Develop strong working relationships with the Lines of Business Managers and Specialists to support insight gathering
Using the data to drive insights into the business – from site and process to initiative or behavior drive issues
Engagement with the Partner Teammates as needed, to gain insight and feedback on process and policies – participate in WBRs and MBR
Ability to work on their own initiative in a confident and professional manner
Candidates must have excellent attention to detail be self-motivated, high energy and an ability to manage to tight deadlines.
Candidates will be able to demonstrate both qualitative and quantitative data to generate insights, recognize trends and initiate actions.
Candidates will be able to demonstrate strong collaborator management and presentation skills to support bringing others on the journey.
Excellent engagement and communication skills are required for this role
Ideal candidate is someone who has experience managing customer metrics within a team
Understanding of Operations is essential for this role
• Ryan Williams will personally read your application.
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