Customer Service Ops Support Analyst

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    "description": "<p><span style=\"font-family:Calibri,sans-serif\"><strong><u>Summary / Position Purpose:</u></strong></span></p>\n\n<p><span style=\"font-family:Calibri,sans-serif\">The Customer Service Operational Support Analyst plays a critical role in ensuring consistency, efficiency, and excellence across all TestEquity Brands. This position maps and optimizes processes, drives continuous improvement, and enables teams with the tools, data and clarity needed to deliver a world class customer experience.</span></p>\n\n<p><span style=\"font-family:Calibri,sans-serif\"><strong><u>Essential Duties, Functions and/or Responsibilities:</u></strong></span></p>\n\n<ul>\n\t<li><span style=\"font-family:Calibri,sans-serif\">Develop and maintain end</span><span style=\"font-family:Cambria Math,serif\">&nbsp;</span><span style=\"font-family:Calibri,sans-serif\">to</span><span style=\"font-family:Cambria Math,serif\">&nbsp;</span><span style=\"font-family:Calibri,sans-serif\">end Customer Service process maps that document current</span><span style=\"font-family:Cambria Math,serif\">&nbsp;</span><span style=\"font-family:Calibri,sans-serif\">state and future</span><span style=\"font-family:Cambria Math,serif\">&nbsp;</span><span style=\"font-family:Calibri,sans-serif\">state workflows across CX, order management, RMAs, and escalations.</span></li>\n\t<li><span style=\"font-family:Calibri,sans-serif\">Create, document, and regularly update Standard Operating Procedures (SOPs) and work instructions to enable consistent execution across Customer Service teams.</span></li>\n\t<li><span style=\"font-family:Calibri,sans-serif\">Conduct brand alignment and gap assessments to identify variations in Customer Service processes and drive standardization across TestEquity brands.</span></li>\n\t<li><span style=\"font-family:Calibri,sans-serif\">Identify and analyze bottlenecks across the Customer Service lifecycle to improve efficiency, cycle time, and customer experience.</span></li>\n\t<li><span style=\"font-family:Calibri,sans-serif\">Monitor and analyze Customer Service KPIs to proactively identify improvement opportunities and performance gaps.</span></li>\n\t<li><span style=\"font-family:Calibri,sans-serif\">Lead and facilitate root cause analysis efforts to address operational issues and recurring customer impact drivers.</span></li>\n\t<li><span style=\"font-family:Calibri,sans-serif\">Develop data</span><span style=\"font-family:Cambria Math,serif\">&nbsp;</span><span style=\"font-family:Calibri,sans-serif\">driven improvement business cases to support operational change initiatives.</span></li>\n\t<li><span style=\"font-family:Calibri,sans-serif\">Measure and report before</span><span style=\"font-family:Cambria Math,serif\">&nbsp;</span><span style=\"font-family:Calibri,sans-serif\">and</span><span style=\"font-family:Cambria Math,serif\">&nbsp;</span><span style=\"font-family:Calibri,sans-serif\">after performance results to validate the effectiveness of implemented improvements.</span></li>\n\t<li><span style=\"font-family:Calibri,sans-serif\">Create and maintain standardized improvement playbooks to support repeatable execution of operational enhancements.</span></li>\n\t<li><span style=\"font-family:Calibri,sans-serif\">Assess and document ERP, CRM, contact center, and ticketing workflows to support operational optimization and consistency.</span></li>\n\t<li><span style=\"font-family:Calibri,sans-serif\">Identify and evaluate automation opportunities to reduce manual work, increase accuracy, and improve service responsiveness.</span></li>\n\t<li><span style=\"font-family:Calibri,sans-serif\">Design, structure, and maintain a centralized Customer Service knowledge base to support agent efficiency and knowledge consistency.</span></li>\n\t<li><span style=\"font-family:Calibri,sans-serif\">Develop and maintain operational dashboards and reports to provide visibility into Customer Service performance.</span></li>\n\t<li><span style=\"font-family:Calibri,sans-serif\">Define and manage a KPI framework and metric dictionary to ensure standardized definitions, ownership, and data governance.</span></li>\n\t<li><span style=\"font-family:Calibri,sans-serif\">Build and maintain workforce performance dashboards to assess productivity, workload, and service capacity.</span></li>\n\t<li><span style=\"font-family:Calibri,sans-serif\">Support workforce planning and forecasting activities using historical data, demand trends, and performance metrics.</span></li>\n\t<li><span style=\"font-family:Calibri,sans-serif\">Facilitate training.&nbsp;</span></li>\n\t<li><span style=\"font-family:Calibri,sans-serif\">Perform other duties as assigned.&nbsp;</span></li>\n\t<li><span style=\"font-family:Calibri,sans-serif\">Indirectly and directly responsible for product quality</span></li>\n\t<li><span style=\"font-family:Calibri,sans-serif\">Other duties as assigned</span></li>\n</ul>\n",
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