Business Operations Analyst AO7167820

BTI Solutions•Englewood Cliffs, NJ

11h•Onsite

About The Position

Business Operations Analyst AO7167820 Why work with us? Proven people. Everyone on our team has earned a CPC (Certified Personnel Consultant) or CTS (Certified Temporary Staffing Specialist) accreditation from the National Association of Personnel Services. We are experts at staffing and recruiting with more than 16 years of experience serving employers. Proven process. Our approach to staffing isn’t just a little bit different; it’s a whole different ball game. While most staffing firms emphasize transactional services (taking and filling job orders), BTI Solutions focuses on providing more strategic solutions. By acting as workforce consultants, we are able to find innovative and intelligent strategies for improving productivity, meeting project deadlines, improving hiring quality, decreasing turnover, and reducing total labor costs. Our recruiting and candidate assessment process assures the highest quality matches between job seeker and employer, so you will get people who not only have the right qualifications but who also have the appropriate personality fit for your organization. Proven results. More than anything, the biggest difference with BTI Solutions is the one that matters most: bottom-line results. 95% client satisfaction rate – measures client satisfaction vs. expectations. Our clients have worked with us for over 10 years , on average. BTI Solutions counts 4 Global Telecommunication companies as clients. Client referrals are BTI Solutions’ largest source of new clients. Google Review 4.4, Facebook Review 4.8 Business Operations Analyst AO7167820 Position Job Title: Channel Operations Manager Work Schedule: Fully On-site (5 days in office)

Requirements

College degree (Bachelor’s) required
Expertise in Field Service, Customer Service, or experience in Home Appliance / Consumer Electronics industry
4 years of professional experience required
Ability to identify gaps in procedures/policy and create improvement plans to address
Ability to drive change in cross-functional and demanding environment
Strong Microsoft Excel (pivot table & formula), Word, PowerPoint, ERP, CRM, and data visualization skills required
Excellent written and verbal communication skills

Responsibilities

Support Retail, Builder, and Distribution channel service orders and exchanges by serving as coordinator among stakeholders to improve Customer Satisfaction KPIs
Serve as primary service escalation point of contact for customers within assigned sales channels/territories
Engage in case management by liaising with internal departments including: Sales, Service, Parts, Exchange & Refund, Product Liability, and Tech/Product Support to ensure escalated cases are handled expeditiously
Make on the spot decisions based on the situation at hand to maximize customer satisfaction, within acceptable corporate guidelines
Recommend policy and process improvements based on findings from cases handled
Data steward of departmental policy & procedure content, KPIs, and data
Oversee content management on department SharePoint site
Responsible for production of department KPIs and ad-hoc analysis requests
Support implementation and improvement of new and existing department policies, processes, and procedures
Assist department’s customer engagement channels and digital self-service tools
Support development of call center training materials, QA guidelines, KPIs, workforce planning, and performance feedback loops.
Support in production and distribution of internal and external newsletters
Support in implementation of user management and user experience systems; including CRM tools and customer service portals