Service Centre Analyst

Responsibilities

Data Analysis: Collect, analyze, and interpret data related to service center operations, including service requests, performance metrics, and customer feedback.
Reporting: Generate regular reports and dashboards to present findings and insights to management, highlighting key performance indicators (KPIs) and areas for improvement.
Process Improvement: Identify inefficiencies in service center processes and recommend improvements to enhance service delivery and customer satisfaction.
Customer Support: Assist customers with inquiries, provide troubleshooting support, and resolve issues in a timely manner, ensuring a positive customer experience.
: Work closely with cross-functional teams, including IT, operations, and customer service, to ensure alignment on service initiatives and objectives.
Training and Support: Provide training and support to new team members on processes, systems, and best practices to ensure effective service delivery.
Quality Assurance: Monitor service interactions for quality and compliance, providing feedback to team members to enhance performance.
Documentation: Maintain accurate records of service requests, resolutions, and customer interactions in the service management system.
Trend Analysis: Monitor service trends and issues, proactively identifying potential problems and recommending solutions to prevent recurrence.

Ad-hoc Projects: Participate in special projects and initiatives as needed to support the service center's goals and objectives.

Bachelor’s degree in Business Administration, Information Technology, or a related field (preferred).
Proven experience in a service center or support role, with a strong understanding of service operations.
Proficiency in data analysis tools and software, such as Excel, Tableau, or similar.
Excellent problem-solving skills and a customer-focused mindset.
Strong verbal and written communication skills.
Ability to work independently and as part of a team in a fast-paced environment.
Familiarity with service management systems (e.g., ServiceNow, Zendesk) is a plus.

The coverage begins for the employee the on the first of the month following the first full 30 days of full-time employment for employees and their eligible dependents
Cost to the employee to participate in the plan varies by the coverage selection and the number of dependents; and may be subject to collective bargaining agreement
The employee may also elect to opt out of the County's medical insurance if proof of coverage is provided
Under this arrangement, the employee is provided with an annual opt out payment.

The coverage begins for the employee on the first of the month following the first full 30 days of full-time employment for employees and their eligible dependents
Contributions may vary, subject to collective bargaining agreement.

The coverage begins for the employee on the first of the month following the first full 30 days of full-time employment for employees and their eligible dependents
Contributions may vary, subject to collective bargaining agreement.

$28.00 - $34.00 / hour