Operations Support Analyst

The Operations Support Analyst is a subject matter expert who participates in the analysis of business processes and results; supports the development and implementation of process improvements; and implements changes to processes in order to provide effective and efficient client services.

Essential Functions/Core Responsibilities

• Monitor calls, scrub CSAT results and cases, analyze and review the data to identify and understand issues/trends and crate/drive action plans    
• Collaborate with cross-functional / supporting departments in driving and implementing process and performance improvements    
• Establish process controls, planning and developing requirements, objectives and strategies to effectively manage changes to the process    
• Provide analytics to evaluate the impact of current and changed processes on efficiency and accuracy    
• Coach/Train agents on specific product knowledge and process adherence     
• Identify and drive requirements for changes or creation of content/training/coaching opportunities    
• Provide support in implementing new changes in systems or process

Candidate Profile  

• Strong analytical skills and prior experience working directly with key stakeholders
• Prior reporting experience within a high-volume setting would be an advantage
• Strong communication skills, both written and verbal - English and Polish Language
• Proficient in Microsoft Office
• Demonstrated ability to multi-task, prioritize, and meet timelines on deliverables
• Self-starter, sense of urgency, and works well under pressure
• Strong attention to detail
• Sense of professionalism and ability to develop relationships

Career Framework Role

• Requires knowledge and experience in own discipline; still acquiring higher level knowledge and skills
• Analyzes possible solutions using standard procedures and principles
• Builds knowledge of the organization, processes and customers
• Solves a range of straightforward problems
• Receives a moderate level of guidance and direction

#EMEACNX

Disclaimer   

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.