Insights & Planning Specialist

Job Description

REQUIREMENTS

• Minimum 1+ years of experience working in a queue-based customer service environment.
• Experience with SFDC especially in case handling.
• Proactive and professional communication in all settings
• Ability to connect the dots between process and business impact
• Comfortable working with multiple stakeholders to resolve and issue
• Expertise with developing and maintaining complex processes.
• Passion for learning and growing analytical and process improvement skillset
• Flexibility in being able to quickly pivot between tasks when necessary

RESPONSIBILITIES

• Drive resolution of complex internal issues by expertly managing and resolving SFDC cases.
• Establish and maintain comprehensive documentation of all team processes to ensure rigorous standardization and consistency in handling.
• Work with business partners to identify key process issues, how to improve them, and establish perpetual tracking methods.

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