Customer Service Operations Analyst

Company: Wolters Kluwer
Location: Boston
Posted on: May 6, 2021

Job Description:

Customer Service Operations is looking to hire a Customer Service Operations Analyst II. This role will serve as a representative to both Wolters Kluwer, and the customer base we partner with. Utilizing skills and experience of process improvement, the selected candidate will be hands on and directly impact the business process redesign of all Wolters Kluwer divisions, company wide.Essential Duties and Responsibilities:* Develops and maintains a comprehensive understanding of the full line of C&G products and systems including services features, benefits, intended use, value proposition and competitive position in order to effectively understand Service processes and needs by engaging in self-directed learning; studying product, technical, or executive information provided in a timely manner until mastered; maintaining an comprehensive knowledge of industry standards, trends, methodologies, processes, and best practices; understanding business opportunities, including competitive positioning; researching and learning how the products fit into client processes and contribute to their business performance; establishing and maintaining competence in all current and planned versions of products and services;, troubleshooting, and issue resolution; learning about the various service offerings available; learning the standard technical project plan and process; and understanding the use of industry tools and technology and their impact on project goals.* Identifies need and opportunities for process improvement initiatives by identifying strategic issues; identifying possible solutions; evaluating suggestions; working with Regional Service Managers on workflow solutions and efficiencies geared at improving team performance; researching processing and efficiency requirements for existing and new products (eg, observation, data analysis, reporting, pilot testing); determining the implementation of new operations processes (eg, cost/benefit analysis); reporting and presenting on recommendations; working with National/Regional Service Management Team to drive enhancement of service processes and controls; managing efforts in the Service organization to ensure consistency in workflow and processes across the country; partnering with the National Service Management Team to ensure success of new initiatives and roll-outs by collecting feedback and identifying additional opportunities for enhancements and workflow enhancements; driving the implementation of new processes, tools and procedures to increase productivity, quality and customer satisfaction; monitor, review and suggest implementation of specific best practices being utilized by other CLS companies and non-CLS companies; identifying and documenting recurring problems or defects; identifying high risk issues and trends and reviewing with the National Service Director; developing standard operating procedures; and actively contributing to the creation of new or revised guidelines and procedures.* Provides Service expertise for cross-functional projects by participating in the formation of project teams; providing expertise and influence from the Service perspective; attending and engaging in weekly calls; completing tasks for projects; reporting back on progress; helping to identify and mitigate risks, issues and scope creep; resolving/escalating issues that could impact objectives or goals; and assisting in preparation of final reports/presentations.* Assists in analyzing and reporting on Service organization metrics by identifying measurements and strategies for evaluating success (eg, customer score cares, rejection records, business cost savings, cycle time reduction); tracking key performance indicators; developing and implementing testing strategies; collecting and assessing the relevance and quality of data; verifying data integrity; correcting or normalizing information for decision-making; evaluating data and preparing reports; presenting findings to business stakeholders; and recommending improvements to existing reporting metrics and formats.* Assists National Service Management Team with motivating employee by preparing communications, presentations, and deliverables for the field; participating in the development of employee recognition programs; managing the execution of employee recognition programs; and managing special projects related to employee engagement, as requested.* Coordinates training and development by identifying employee training needs; partnering with training personnel on the identification of and development of training programs and/or materials to address skill/talent gaps; developing and delivering training internally for department specific needs (eg, new workflow/processes)* Represents Service in cross-functional activities by functioning as a liaison between Service and other CLS departments, including: Finance, Sales, Marketing, Fulfillment, Service of Process, IT, and Business Operations; providing detailed working knowledge of issues and problems to other departments (eg, Business Process Consultants (BPC), Business Operations Analyst Team (BOAT), Support) ; interacting with the Regional Management Team on a regular basis to discuss new issues, training, and operations; collaborating with peers and management to develop and advance company-wide initiatives and strategies; articulating the value and benefits of departmental services and offerings; reporting performance and productivity to Management when required; serving as key point of contact to represent the Operations teams and ensuring there is a balance between business needs and team needs; providing insight and expertise on special projects; and providing direction and leadership to support other business streams to benefit and sustain all environments as a whole.* Represents Wolters Kluwer by developing and maintaining comprehensive knowledge of Wolters Kluwer products, industry trends and general business and financial acumen through various sources and initiatives; communicating in a professional, compelling, and articulate manner of speech, writing and formal presentation; behaving in ways that demonstrate corporate core values and culture; developing professional and positive relationships with customers and colleagues; and maintaining a reputation of competence, integrity and professionalism.Minimum Requirements:* 4+ years of consultative customer service experience* Advanced Excel skills; MS Office experience* Highly developed communication skills; verbal and written* Data analysis* Experience with Change Management* Experience with SalesforcePreferred Skills:* Knowledge of Pega (extension of Salesforce)* Project Management Experience

Keywords: Wolters Kluwer, Boston , Customer Service Operations Analyst, Hospitality & Tourism , Boston, Massachusetts