Customer Interactions Analyst

Role Overview

• Conducts regular check-ins with managers and supervisors to ensure adherence to established customer interaction policies and procedures, as well as to resolve any outstanding issues.
• Analyzes macro-level interaction data and utilizes these insights to strategically enhance the overall customer experience.
• Leverages dashboard analytics and generates performance reports for leadership and team members to drive enhance customer service metrics.
• Leads coaching sessions with supervisors to review team progress and tackle ongoing challenges.
• Leads team sessions focused on sharing best practices and cultivating a culture of continuous improvement.
• Sends general process reminders to maintain adherence to operational standards and procedures.
• Reviews disputed calls, provides detailed findings, and adjusts the scoring model to ensure fairness and accuracy.
• Monitors supervisor channels and individual chats to stay informed about team activities and address concerns proactively.
• Facilitates huddles with supervisors to discuss team progress, challenges, and opportunities for improvement.
• Leads team sessions to reinforce best practices and support continuous improvement initiatives.
• Reviews customer interactions findings and delivers agent coaching packages to supervisors for performance development.
• Sends weekly process reminders to uphold operational standards across the team.
• Reviews, addresses, and closes disputes as needed with technology teams and external vendors, as appropriate.
• Develops and articulates actionable coaching plans for supervisors based on data analysis, ensuring they can implement strategies effectively.
• Proactively anticipate ways to improve customer experience by leveraging data insights and identifying opportunities for process enhancements.
• Drives customer experience coaching tailored to achieving key performance indicators (KPIs), focusing on metrics such as customer satisfaction (CSAT), first call resolution (FCR), and average handle time (AHT).
• Informs supervisors of any updates or changes to procedures or operational processes.
• Arranges and coordinates calls between internal and vendor technology teams and supervisors to resolve specific issues and support collaborative problem-solving.
• Monitors supervisor huddles and coaching sessions to evaluate quality and offer constructive feedback.
• Assists with access issues related to data analytics tools dashboards as needed.
• Performs other duties as needed.

Requirements

• Requires broad training in fields such as business administration, accountancy, sales, marketing, computer sciences, or similar vocations, typically obtained through the completion of a four-year bachelor's degree program or an equivalent combination of education and experience.
• Normally requires four (4) to five (5) years of directly related and progressively responsible experience.
• Prior experience in master data management or the healthcare industry is preferred.
• 5 plus years of experience using BI and analytic tools such as PowerBi, Tableau, or Medallia.
• 5 plus years collaborating with cross functional teams in a regulated global environment driving measurable improvements to customer service and support.
• Demonstrated capability to effectively facilitate meetings, huddles, and coaching sessions, fostering active participation and supporting professional development.
• 5 plus years of experience with process improvement and change initiatives within a customer operations environment.
• 5 plus years of experience in data evaluation, including root cause analysis and utilizing data-driven insights to effectively communicate findings.

Tech Stack

• Tableau

Benefits

• medical, dental, and vision care
• backup dependent care
• adoption assistance
• infertility coverage
• family building support
• behavioral health solutions
• paid parental leave
• paid caregiver leave
• training programs
• professional development resources
• mentorship programs
• volunteer activities