Customer Service Operations Analyst

EquipmentShare is hiring a Customer Service Operations Analyst to manage software and systems, conduct analysis and reporting, drive performance improvement, and analyze operations for efficiencies and quality improvements.

Requirements

• Manage Contact Center Software and tools efficiently
• Become a SME (subject matter expert) in products, processes, and systems used by Customer Support Center
• Own technical configuration of systems as required including new product rollout and adoption for the business configuration
• Analyze IVR routing to ensure proper destination and outcomes for the business needs
• Provide business analysis, business area assessment user needs analysis
• Regularly review and refine dashboard reporting and performance management for consistency and clarity
• Ensure managerial users can access, comprehend and utilize platform tools including performance management, quality management, and interaction analytics or equivalent applications
• Identify campaign progress and performance gaps and collaborate with customer support management to develop actions plans based on KPIs
• Work cross functionally with call center management to evaluate KPIs and performance at the team and individual level
• Evaluates performance of the customer service function and suggests and coordinates implementation of process improvements
• Communicate new/revised processes and changes to the team; ensure understanding of information and implementation of process/changes
• Analyzes customer service operations to identify weaknesses, inefficiencies, or opportunities for improvement

Benefits

• Competitive compensation
• Full medical, dental, and vision coverage for full-time employees
• Generous PTO + paid holidays
• 401(k) + company match
• Gym membership stipend + wellness programs
• Company events, food truck nights, and monthly team dinners
• 16 hours of paid volunteer time per year — give back to the community you call home
• Career advancement, leadership training, and professional development opportunities