Analyst II

Scholastic Book Fairs•Jefferson City, MO

2d•Onsite

About The Position

Prepare reports, analysis, or graphs on quality trends affecting customers through different business channels. Evaluate and update exempt staff on team service levels. Adopt and develop processes to new technologies and create training for other team members. Develop data analysis methods that accurately tell the story of customer experience. Lead business level meetings to update on various customer projects. Lead and participate in projects with multiple departments, including - Coordination with Supply, business operations, and all NSO on customer and internal projects.

Requirements

Strong PC skills including Word, Excel, Outlook, and Access needed.
Above Average Attendance.
Ability to seek out emerging technology solutions to solve or improve customer experience.
Strong independent decision-making skills.
Positive attitude and team oriented.
Ability to mine into customer experience details to root cause and problem solve issues.
Excellent organizational, time-management, prioritization, multi-tasking, and documentation skills.
Excellent verbal and written communication skills with attention to detail.
Deadline oriented and ability to work under stressful situations.
Must be flexible and able to adapt to changing job responsibilities.

Nice To Haves

Bachelor’s degree in Business Administration, Information Management or related field.
Experience in project management is preferred and/or experience in providing business support to improve customer experience.
Experience with implementing process controls and documentation.

Responsibilities

Prepare reports, analysis, or graphs on quality trends affecting customers through different business channels.
Evaluate and update exempt staff on team service levels.
Adopt and develop processes to new technologies and create training for other team members.
Develop data analysis methods that accurately tell the story of customer experience.
Lead business level meetings to update on various customer projects.
Lead and participate in projects with multiple departments, including - Coordination with Supply, business operations, and all NSO on customer and internal projects.
Prioritize tasks to meet project deadlines.
Establish, review, and maintain timelines.
Responsible for accountability of assigned group tasks.
Provide timely updates of project progression.
Communicate status to stakeholders and internal customers.
Assist in sprint management for IT involved system changes, specifically Salesforce Service Cloud.
Performs other duties as assigned.