Hybrid position out of one of the listed office locations.

The Customer Service Operations Analyst (CSOA) works with all CT Service leaders and teams (Large, Mid, Small, Law Firm, Global, Managed Service, Service Operations, and Learning Center) to understand Service reporting and analytical needs and helps leaders/teams translate data into solutions that empower each with actionable insights resulting in improved business performance, customer experience, decision making, and customer offerings. May represent the Service organization on multi-function, project-based business teams. Helps to address objectives, challenges, identifies opportunities to maximize revenue growth, and support customer retention efforts. Engages in standard data management practices, collection of internal and external data and secondary research, utilizing PowerBI and other tools to provide standardized state-of-the art dashboards, reporting, and capability in an efficient, effective manner.

The CSOA is responsible for Service performance reporting, workflow enhancements, capacity modeling, trend analysis, forecasting, and identifying efficiencies opportunities. Monitors Service performance against operational goals focused on productivity, quality, and turnaround time ensuring teams provide superior customer service. The CSOA is also responsible for monitoring and reporting on customer and Partner(s) service level agreements.

This position works under general supervision; having work reviewed upon completion for soundness of judgment and overall adequacy and accuracy.

Essential Duties and responsibilities

• Ability to approach workflow and processes with an innovative and process-oriented observation while researching, defining, reporting, and troubleshooting on process related issues identified through data analysis.

• Ability to work independently with some level of autonomy and self-driven problem solving.

• Demonstrates proficiency and previous experience with stakeholder management skills.

• Demonstrates proficiency and previous experience with project management skills.

• Displays concise and effective communication skills, both verbal and written. Must be comfortable communicating and presenting on Service workflows, topics, and concepts to executive stakeholders.

• Maintain an overall knowledge of the complex and comprehensive product lines including features, benefits, intended use, value proposition and competitive position to effectively review current Service practices and look for improvements to suit our current market.

• Develop, maintain, and follow Standard Operating Procedures for the Service organization.

• Assist with development of Service strategy and implementation.

• Monitor and report on Service, and Partner(s) performance.

• Monitor and report on customer satisfaction, revenue, and financial results.

• Challenge existing Service procedures and processes for all service offerings.

• Make recommendations to enhance and improve Partner(s) relationship by proposing process and workflow improvements to improve overall customer experience.

• Assist in escalating, monitoring, and resolving Service and Partner(s) IT related issues.

• Monitor Service and Partner(s) key performance indicators on productivity, quality, and turnaround time; analyzing the data for patterns or indications of performance slippage; creating volume projections to ensure adequate staffing.

• Critical monitoring of newly onboarded accounts.

• Create and report on Service and Partner(s) scorecard to measure and track performance.

• Lead efforts on enhancing and improving proprietary applications to identify workflow efficiencies; participate in developing, testing, training and roll out of enhancements and process improvement opportunities. Coordinate Service and Partner(s) activities in the testing of new services or enhancements.

• Develop and analyze departmental metrics to ensure alignment.

• Drive overall customer satisfaction and organizational success by working collaboratively and directly with Sales, Product, and Segment leaders as well as key stakeholders across the organization to deliver solutions that exceed customer expectations.

• Assist with the onboarding and monitoring of all new strategic partnerships.

• Develop presentations and report to stakeholders, strategic partners, and executive team on current state of Service and Partner(s) performance.

• Identifies data discrepancies and root cause; suggests improvements or next steps for resolution.

• Demonstrates ability to interpret business processes and strategic initiatives.

• Effectively communicates analytical findings to business leaders and suggests next steps for future analysis where applicable.

• Leads continuous improvement efforts through collaborative and productive interactions with business leaders on an ongoing basis .

• Schedules and leads fact finding discussions with executive stakeholders.

• Demonstrates rapid ability to build acumen for qualitative and statistical analysis.

• Exhibits aptitude to listen actively, reflect on detail and then summarize input from key stakeholders.

• Displays concise and effective communication skills, both verbal and written. Must be comfortable communicating and presenting on Service workflows, topics, and concepts.

• Demonstrates project and process management skills, particularly time management.

• Generates and communicates opportunities within the Service organization and addresses them with some level of autonomy.

Other Duties

Performs other duties as requested by Supervisor.

Job Qualifications

Education

Minimum: Bachelor’s Degree in related field or equivalent or 4+ years industry related experience.

Experience

Minimum Experience: 4+ years industry related experience and 2+ years leadership/management experience.

Preferred Experience:

Tools:

• Proficient with Salesforce MilestonesPM or other project management tools

• Proficient with PowerBI

• Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

Other Knowledge, Skills, Abilities or Certifications:

Preferred:

• Managing multiple concurrent projects.

• Work independently and in a team environment.

• Collaborating across multiple internal teams (e.g., support teams, sales).

• Demonstrating strong analytical and proactive problem-solving skills.

• Demonstrating organization, time management, and multi-tasking skills.

• Demonstrating strong written and verbal communication.

• Understanding of database structure and configuration.

• Demonstrating strong Project Management Skills.

• Demonstrating strong Stakeholder Management Skills.

• Demonstrating aptitude for self-development.

• Utilizing the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

• Other Knowledge, Skills, Abilities or Certifications: Microsoft PL300 Certification or Higher.

• Other Knowledge, Skills, Abilities or Certifications: Six Sigma Green Belt or Higher

• Industry related customer service experience preferred.

Travel requirements

• 5% Domestic Travel

Physical Demands

• Normal office requirements.

The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They are not intended to be an exhaustive list of all duties and responsibilities and requirements.

Compensation:

Target salary range CA, CT, CO, Hi, NY, WA: $74,550-$103,200

EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.