Service Operations Analyst 2 - San Diego, United States - Planet Pharma

Description

Job Description:

The Customer Contact Analyst will play in pivotal role in enhancing and driving synergies across Customer Care Technical Support and Inside Sales functions which are a part of our decentralized customer contact center network.

This individual will be responsible for streamlining customer contact processes across these functions to ensure a consistent customer experience.

Additionally they will be responsible for managing our primary customer touchpoint tools tracking and development of KPIs and sharing customer insights across teams and functions.

The ideal candidate will have expertise in identifying opportunities for optimization have strong attention to detail excellent communication skills written and verbal and be proactive in looking for ways to streamline standardize and drive process improvement across day-to-day operations.

Responsibilities:
Implement and execute on contact center capabilities opportunities across Customer Care Technical Support and Inside Sales
Tool administrator for contact center tools such as Five9 and act as liaison working directly with vendor.
Drive Omnichannel optimization across Customer Care Technical Support and Inside Sales CTI chatbot case management etc.
Identify opportunities for process and technology optimization across these functions.

Drive consistent messaging to customers across teams by working with internal teams to identify resources and best practices end of life and product transitions.

Develop new and track existing KPIs focused on customer centricity.
Responsible for monitoring and connecting customer insights customer surveys feedback etc. across functions.
Support in global and enterprise projects related OmniChannel as needed.
Performs other duties and ad-hoc analysis as required.


Experience & Skills:
Successful track record in Commercial Operations, FP&A, or a related commercial support role preferred
2-4 years of direct work experience, related industry a plus but not required
Self-motivated, high drive, curious, and growth-mindset with desire to innovate
Background supporting various business partners with a focus on analytics and/or operational excellence
Experience with Five9 or other CTI (Computer Telephony Integration) software
Experience with Tableau, Cognos, Qualtrics, PowerBI or a plus.
Effectively and concisely communicates complex topics with strong written and verbal communication skills
Self-guided in identification, prioritization and execution of deliverables and projects
Demonstrated ability to multi-task, work in team settings, and work independently when required
Strong analytical, organizational, problem solving, critical thinking and project management skills
Possess an open, flexible, and positive can-do attitude with strong interpersonal skills
Strong attention to detail and commitment to deliver quality work in a timely manner with competing priorities
Knowledge of Microsoft Excel, PowerPoint, Office and Outlook and possess an innate ability to navigate through new software applications

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