Analyst CS Performance Research

at  Walgreens

JOB SUMMARY

With an active role in Customer Care Operations continuous improvement processes, this person is responsible for:

• Identifying gaps that exist in the customer care centers in areas such as customer satisfaction, efficiency in call handling, process handling, customer behavior, etc.
• Define statistically valid sample necessary to fully understand current state
• Build data collection forms for use by specialists when conducting observations
• Complete data analysis based on observations and other relevant data to identify impact and root cause
• Make recommendations for improvement based on data analysis, including compiling formal recommendation with summary of data analysis
• Create and maintain PowerPoint summarizing initiative, data findings, and recommendations for presentation to senior leaders
• Measure post implementation improvement

BASIC QUALIFICATIONS

• At least 1 year of call center experience.
• Bachelor’s degree and at least 1 year experience in analytical role OR High School Diploma/GED and at least 3 years in analytical role
• Experience communicating both verbally (on phone, one-on-one, to groups) and in writing (emails, letters, reports, presentations) to various audiences (work group, team, company management, prospective acquisitions, external clients).
• Advanced level skill in Microsoft Excel including ability to create workbooks, change overall appearance of workbook, use common (SUM, COUNT, AVERAGE, IF) and advanced formulas (SUMIFS, LOOKUP, INDEX), use conditional formatting, create and work with Pivot Tables, and use Macro commands.
• Intermediate level skill in Microsoft Word including ability to create documents, format tables, embed Excel worksheets, run/ record simple macros, insert photo/shape/WordArt/clip art, apply watermarks, and apply / modify styles.
• Intermediate level skill in Microsoft PowerPoint including ability to create presentations with and without a template, modify format of template, specify timing, and assign/modify transitions.
• Experience using continuous improvement methodology including root cause analysis.
• Ability to think strategically when recommending solutions for process improvement.
• Basic skills in data and statistical analysis including determining sample size, measures for mean, range, standard deviation.
• Experience using time management and multi-tasking skills such as prioritizing, organizing, and tracking details of multiple projects with varying completion dates.
• Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction.
• Willing to travel up 5% of the time for business purposeswithin and out of state.

PREFERRED QUALIFICATIONS

• LEAN Six Sigma certification

JOB RESPONSIBILITIES

• Completes thorough analysis using multiple sources of data to identify root cause, impact of potential solutions, and measure success of improvements implemented.
• Actively participates in improvement events to brainstorm potential solutions, determine impact of potential solutions, and prioritize recommendations
• Utilizes exceptional understanding of products, processes, and procedures to gauge performance of individuals, groups, processes, systems, etc.
• Prepares and facilitates calibration to drive open dialog encouraging sharing of best practices and recommendations with end result being actionable guidance for all participants.
• Conducts targeted observations in an efficient manner while accurately capturing all necessary data points and descriptive data thru the use of the call recording platform, NICE Perform

With an active role in Customer Care Operations continuous improvement processes, this person is responsible for:

• Identifying gaps that exist in the customer care centers in areas such as customer satisfaction, efficiency in call handling, process handling, customer behavior, etc.
• Define statistically valid sample necessary to fully understand current state
• Build data collection forms for use by specialists when conducting observations
• Complete data analysis based on observations and other relevant data to identify impact and root cause
• Make recommendations for improvement based on data analysis, including compiling formal recommendation with summary of data analysis
• Create and maintain PowerPoint summarizing initiative, data findings, and recommendations for presentation to senior leaders
• Measure post implementation improvemen