Wolters Kluwer - Dallas, TX
posted 4 months ago
The Customer Service Operations Analyst (CSOA) plays a crucial role in enhancing the performance of the Customer Service organization by collaborating with various service leaders and teams, including Large, Mid, Small, Law Firm, Global, Managed Service, Service Operations, and Learning Center. This hybrid position requires the CSOA to understand the analytical and reporting needs of these teams and translate complex data into actionable insights that drive improved business performance, enhance customer experience, and support decision-making processes. The CSOA may also represent the Service organization on multi-functional, project-based teams, addressing objectives and challenges while identifying opportunities for revenue growth and customer retention. In this role, the CSOA is responsible for service performance reporting, workflow enhancements, capacity modeling, trend analysis, and forecasting. They will monitor service performance against operational goals, focusing on productivity, quality, and turnaround time to ensure that teams deliver superior customer service. Additionally, the CSOA will be tasked with monitoring and reporting on customer and partner service level agreements, ensuring that all service offerings meet established standards. The CSOA must approach workflow and processes with an innovative mindset, utilizing data analysis to identify and troubleshoot process-related issues. They will work independently, demonstrating strong stakeholder and project management skills, and will be expected to communicate effectively with executive stakeholders regarding service workflows and concepts. The role also involves maintaining comprehensive knowledge of the product lines to review current service practices and propose improvements that align with market needs. The CSOA will develop and maintain Standard Operating Procedures for the Service organization, assist in the development of service strategies, and monitor customer satisfaction, revenue, and financial results. They will challenge existing service procedures, make recommendations for process improvements, and assist in resolving IT-related issues. Furthermore, the CSOA will analyze key performance indicators, create volume projections for staffing, and lead efforts to enhance proprietary applications for workflow efficiencies. This position requires a proactive approach to continuous improvement and collaboration with various internal teams to exceed customer expectations.