8 days old

SR. ANALYST CUSTOMER SERVICE EXPERIENCE

Atlanta, GA 30303
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\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Ctable border=\u00220\u0022 cellspacing=\u00220\u0022 cellpadding=\u00220\u0022\u003E\u003Ctbody\u003E\u003Ctr\u003E\u003Ctd valign=\u0022top\u0022\u003E\u003Ctable border=\u00220\u0022 cellspacing=\u00220\u0022 cellpadding=\u00220\u0022\u003E\u003Ctbody\u003E\u003Ctr\u003E\u003Ctd colspan=\u00224\u0022\u003E\u003Cp\u003E\u003Cstrong\u003EPOSITION PURPOSE\u003C/strong\u003E\u003C/p\u003E\u003Cp\u003EThe Sr. Analyst will be responsible for leading and implementing projects within the\u0026nbsp;Customer Service Organization, and will oversee the planning, designing, and implementing of new systems or changes in existing systems or new technology integrations. The Sr. Analyst will design and develop customer service metrics and reports to support the business requirements and will play a key role in Business Process Documentation, Design and Improvement. Additionally, this role will be responsible for leading key customer service improvement initiatives and provide data driven insight and resolution recommendations. They will participate in cross-functional projects from a process and/or systems focus. The Sr. Analyst will be charged with implementing multiple initiatives against aggressive schedules. As the principle driver of their initiatives, this person will work across functional groups to coordinate efforts and ensure success; drive change management by understanding, communicating, and managing changes associated with system enhancements, implementations and process improvements.\u003C/p\u003E\u003Cp\u003E\u0026nbsp;\u003C/p\u003E\u003Cp\u003EThis position will be located at our corporate headquarters.\u003C/p\u003E\u003Cp\u003E\u0026nbsp;\u003C/p\u003E\u003Cp\u003E\u003Cstrong\u003EMAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES\u003C/strong\u003E\u003C/p\u003E\u003Cp\u003E25% Leads cross functional projects by developing limited portions of project plans,\u003Cbr /\u003E timelines, and coordinating teams across each operational area. Ensure on time\u003Cbr /\u003E delivery of specific goals and requirements for Customer Service projects\u003Cbr /\u003E 25% Analyze, identify and implement opportunities and corporate initiatives for\u003Cbr /\u003E improvement that have measurable dollar impact each year\u003Cbr /\u003E 10% Documents Business Requirements and processes in a standard format\u003Cbr /\u003E 10% Provide ad-hoc business analysis, metrics, and reporting to support business\u003Cbr /\u003E needs\u003Cbr /\u003E 10% Model System Solutions and Scope the system\u003Cbr /\u003E 10% Design and develop customer service and systems training as required.\u003Cbr /\u003E 10% Coach and mentor customer service Analyst on team\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003ENATURE AND SCOPE\u003C/strong\u003E\u003Cbr /\u003E Reports to\u0026nbsp;Sr. Manager/Manager, Customer Service Experience\u003Cbr /\u003E No associates report to this role on a permanent basis, but requires the technical\u0026nbsp;leadership of a project work team: may select team members and assess\u0026nbsp;capabilities, provide technical training, provide information necessary to meet work,\u0026nbsp;project or program objectives, evaluate program or project performance.\u003C/p\u003E\u003Cp\u003E\u003Cstrong\u003E\u003C/strong\u003E\u003Cstrong\u003EENVIRONMENTAL JOB REQUIREMENTS\u003C/strong\u003E\u003C/p\u003E\u003Cp\u003E\u003Cstrong\u003EEnvironment:\u003C/strong\u003E\u003Cbr /\u003E Located in a comfortable indoor area.\u0026nbsp;\u003C/p\u003E\u003Cp\u003E\u003Cstrong\u003ETravel:\u003Cbr /\u003E\u003C/strong\u003ETypically requires overnight travel less than 10% of the time.\u003C/p\u003E\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003E\u003Cp\u003E\u0026nbsp;\u003C/p\u003E\u003C/td\u003E\u003Ctd\u003E\u003Cp\u003E\u0026nbsp;\u003C/p\u003E\u003C/td\u003E\u003Ctd\u003E\u0026nbsp;\u003C/td\u003E\u003Ctd\u003E\u0026nbsp;\u003C/td\u003E\u003C/tr\u003E\u003C/tbody\u003E\u003C/table\u003E\u003C/td\u003E\u003C/tr\u003E\u003C/tbody\u003E\u003C/table\u003E\u003C/div\u003E\u003Cdiv data-field=\u0022Postion_Requirement\u0022 class=\u0022Requirement\u0022\u003E\u003Cp\u003EQualifications \u0026 Requirements\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EMINIMUM QUALIFICATIONS\u003C/strong\u003E\u003Cbr /\u003E Must be eighteen years of age or older.\u003Cbr /\u003E Must be legally permitted to work in the United States. \u003Cbr /\u003E \u003Cbr /\u003E\u003Cstrong\u003E Education Required:\u003C/strong\u003E\u003Cbr /\u003E The knowledge, skills and abilities typically acquired through the completion of a bachelor\u0026rsquo;s degree program or equivalent degree in a field of study related to the job.\u003Cbr /\u003E Years of Relevant Work Experience: 3 years\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EPhysical Requirements:\u003C/strong\u003E\u003Cbr /\u003E Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about.\u003Cbr /\u003E On rare occasions there may be a need to move or lift light articles.\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EPREFERRED QUALIFICATIONS:\u003C/strong\u003E\u003Cbr /\u003E 5 years of work experience is preferred\u003Cbr /\u003E Experience with project management and leading cross-functional teams\u003Cbr /\u003E Strong quantitative skills such as statistics and data analysis\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EKnowledge, Skills, Abilities and Competencies:\u003C/strong\u003E\u003Cbr /\u003E Experience leading high performing teams.\u003Cbr /\u003E Consulting management and/or project management.\u003Cbr /\u003E Strong quantitative skills such as statistics and data analysis.\u003Cbr /\u003E Problem solving.\u003Cbr /\u003E Strong Customer Service, Operations, Sales and/or field knowledge.\u003Cbr /\u003E Strong ability to multitask and handle competing priorities at once.\u003Cbr /\u003E Teamwork - ability to work well with others from various departments and values\u003Cbr /\u003E the perspective team members bring to a project\u003C/p\u003E\u003Cp\u003E\u0026nbsp;\u003C/p\u003E\u003C/div\u003E
Posted: 2020-10-13 Expires: 2020-11-12
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SR. ANALYST CUSTOMER SERVICE EXPERIENCE

Home Depot
Atlanta, GA 30303

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