About this role
Job Description:
• Prepare reports, analysis, or graphs on quality trends affecting customers through different business channels. • Evaluate and update exempt staff on team service levels. • Adopt and develop processes to new technologies and create training for other team members. • Develop data analysis methods that accurately tell the story of customer experience. • Lead business level meetings to update on various customer projects. • Lead and participate in projects with multiple departments, including - • Coordination with Supply, business operations, and all NSO on customer and internal projects • Prioritize tasks to meet project deadlines • Establish, review, and maintain timelines • Responsible for accountability of assigned group tasks • Provide timely updates of project progression • Communicate status to stakeholders and internal customers
• Assist in sprint management for IT involved system changes, specifically Salesforce Service Cloud • Performs other duties as assigned.
Qualifications
• Preferred a Bachelor’s degree in Business Administration, Information Management or related field. • Strong PC skills including Word, Excel, Outlook, and Access needed. • Experience in project management is preferred and/or experience in providing business support to improve customer experience. • Experience with implementing process controls and documentation. • Above Average Attendance. • Ability to seek out emerging technology solutions to solve or improve customer experience. • Strong independent decision-making skills. • Positive attitude and team oriented. • Ability to mine into customer experience details to root cause and problem solve issues. • Excellent organizational, time-management, prioritization, multi-tasking, and documentation skills. • Excellent verbal and written communication skills with attention to detail. • Deadline oriented and ability to work under stressful situations. • Must be flexible and able to adapt to changing job responsibilities.
Time Type:
Full time
Job Type:
Regular
Job Family Group:
Cust Svc & Call Center
Location Region/State:
Missouri
EEO Statement: Scholastic is an Equal Opportunity Employer. Our policy is clear: there shall be no discrimination on the basis of race, religion, color, sex, pregnancy, national origin, marital status, sexual orientation, gender identity or expression, age, non-disqualifying physical or mental disability, or status as a disabled veteran or Vietnam veteran. Those factors shall not influence the determination of qualifications for a job or other opportunity within the company. Further, all personnel actions (such as compensation, tuition aid, benefits, transfers, promotions, and dismissals, company-sponsored training, social and recreational programs) shall be administered without discrimination.
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