CX Operations Analyst

CX Operations Analyst:

We are open to remote applicants for this role

PeopleMetrics is growing and we’re looking for a CX Operations Analyst to join our team in Philadelphia!

The CX Operations Analyst is a key member of the PeopleMetrics Client Experience team responsible for providing support to Client Experience Managers and Operations team members. This includes supporting PeopleMetrics users, assisting with process and requirements documentation, and the configuration and successful launch of PeopleMetrics implementations. This also includes data analysis and customer support as required. The CX Operations Analyst may also be asked to assist with platform testing ahead of scheduled feature releases.

The position requires strong consultative skills; effective communication skills (both verbal and written); general technical aptitude, familiarity with browser-based web applications and implementation methodologies; and a passion for problem solving. The CX Operations Analyst plays an active role in the new customer onboarding process, working with senior Operations and Client Experience Managers to bring customer requirements to life on the PeopleMetrics platform.  The CX Operations Analyst will assist with carefully guiding our clients through our software and managed services that help track key customer metrics.

The candidate will also be comfortable with day-to-day client management including creating PowerPoint presentations, updating program requirements, writing client communications, and turning client requests into actionable tickets.

What You'll Do:

  • Design and configure reports and dashboards within the PeopleMetrics system as part of new client implementations and supporting existing clients

  • Provide QA support during new client set up and ongoing client releases

  • Analyze client data using Q, SPSS or a similar tool; Create client facing PowerPoint reports detailing findings and recommendations

  • Support Client Experience Managers with technical client requests

  • Support documentation efforts of existing processes and new client requirements by creating and supporting process maps, business use case documentation, and requirements documents

  • Assist with creation of training material and documentation for the PeopleMetrics CEM program; Document current system functionality and support documentation for new feature functionality

  • Serve as a front-line point of contact for the PeopleMetrics helpdesk and provide initial triage and support for client issues

  • Define and document best practices and contribute to company knowledge sharing efforts

The Ideal Candidate Has:

  • 1-3 years of experience in an operations, QA, or client facing implementation-focused role (recent grads are encouraged to apply)

  • A strong eye for detail and willingness to focus on the smallest components of a client implementation

  • Proficiency in quantitative and qualitative data analysis, report creation, presentation

  • General technical aptitude and a logical approach to problem solving (experience using Excel is required)

  • A team player mentality and flexibility to support co-workers while maintaining own workload

About PeopleMetrics:

PeopleMetrics is a forward-thinking company providing Voice of the Customer programs with entrepreneurial values at our foundation. Our software and professional services programs are in use by customers across a wide berth of industries including healthcare, hospitality, and telecom. We’re passionate advocates for our software, the customer, and the human element of the customer experience.  

Our Values: 

  • Always Thinking 
  • One Team 
  • I Got This 

We have a single, simple purpose – to create better customer experiences. This is at the core of our values & everything we do.

 

 

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