Customer Support Operations Analyst - Dallas, United States - McKesson Cork

Description

Effective Date: February 22, 2017

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**McKesson requires new employees to be fully vaccinated for COVID-19 as defined by the CDC, subject to applicable, verified accommodation requests.**

The Operations Analyst is responsible for supporting Customer Support leadership by analyzing current process/metrics, identifying potential issues and providing solutions that enhance business efficiency. The Operations Analyst will act as a liaison between internal business partners and Customer Support, maintaining positive working relationships while providing feedback and results reporting to leadership. The Operations Analyst will act as Operations Manager in his/her absence.

**Position Description**

Collect and analyze data to identify root cause of problems. Measures performance against process requirements. Aligns improvement to performance shortfalls.

Develops problem solutions by describing requirements in a work-flowchart and diagram, studying system capabilities, analyzing alternative solutions, and preparing system specifications as needed.

Prepares reports by collecting, analyzing, and summarizing data collected from various systems.

Create and analyzes call metric reports for management team to review with business partners.

Works with business to discuss and review reasons behind call drivers in an effort to create efficiencies and improve the customer experience

Works closely with ServiceFirst leadership team to identify knowledge gaps and put plan of action in place to ensure a level of consistency across all teams.

Reviews staffing plan and reports to management any potential issues that could impact service levels.

Partners with Business Effectiveness to produce reports to show team performance.

Develops and implements methods and procedures for monitoring work activities in order to inform management of current status.

Partner with other McKesson business units leveraging supported technologies in an effort to share best practices and knowledge.

**Minimum Requirements**

2+ years customer service reporting experience, finance, analytics, or similar experience.

**Technical Skills Requirement**

Data analysis and predictive modeling experience; ability to execute complex analysis and synthesize into a storyline to socialize, influence and drive action across the organization

Advanced PC skills: Proficient in Microsoft Office including Word, Excel (v-look ups, pivots, If statements, charts, graphs), Access (query, table comparisons, build macros, build multiple links, create dashboards), PowerPoint and Visio (development of process flows, map design layouts, value stream mapping)

Knowledge of reporting and analytics

CRM and SAP Reporting Knowledge

**Additional Knowledge & Skills**

Self-motivated, organized and capable of pro-actively identifying, sourcing, and handling multiple initiatives at one given time to successful completion

Demonstrates personal commitment and drive to meet or exceed objectives.

Must have a demonstrated history of leadership within a team environment.

Must be a team player and willing to work in a changing environment.

**Education**

4-year degree in finance or related field or equivalent experience

**Physical Requirements**

General Office Demands

**Benefits & Company Statement**

McKesson believes superior performance individual and team that helps us drive innovations and solutions to promote better health should be recognized and rewarded. We provide a competitive compensation program to attract, retain and motivate a high-performance workforce, and its flexible enough to meet the different needs of our diverse employee population.

We are in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. We partner with payers, hospitals, physician offices, pharmacies, pharmaceutical companies and others across the spectrum of care to build healthier organizations that deliver better care to patients in every setting.

But we cant do it without you. Every single McKesson employee contributes to our missionwhatever your title, whatever your role, you act as a catalyst in a chain of events that helps millions of people all over the globe. Talented, compassionate people are the future of our companyand of healthcare. At McKesson, youll collaborate on the products and solutions that help us carry out our mission to improve lives and advance healthcare. Working here is your opportunity to shape an industry thats vital to us all.

McKesson is an equal opportunity and affirmative action employer minorities/females/veterans/persons with disabilities.

Qualified applicants will not be disqualified from consideration for employment based upon criminal history.

**Agency Statement**

No agencies please.

Career Level IC Professional P2

**McKesson is an Equal Opportunity/Affirmative Action employer.**

All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.Qualified applicants will not be disqualified from consideration for employment based upon criminal history.

McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to . Resumes or CVs submitted to this email box will not be accepted.

Current employees must apply through the internal career site.

**Join us at McKesson**

locationDallas/Fort Worth MetrolocationDallas/Fort Worth MetroWe deliver careers with purpose and potential. Our focus on better health starts with creating an inclusive environment with strong values where you can build a fulfilling career. You