(USA) Analyst II, Customer Service - Clinical Specialty Pharmacy

Position Summary...

What you'll do...

Experience and Responsibilities:

• 2+ years of data analyst experience

• advanced usage of Microsoft Suite, particularly Excel, and Power BI to build dashboards

• pull, consolidate and analyze data for identifying clinical gaps and trends.

• excellent time management skills to handle multiple project deadlines

• collaboration with a multidisciplinary team and multiple directors.

• putting together presentations of the findings.

Collaborates with stakeholders (for example, Store Operations, Merchandising, Labor Relations) by...

• researching business trends with focused impact and communicating insights to leadership

• conducting root cause analysis for focused impact issues

• learning about key stakeholders' businesses and identifying areas of collaboration between businesses and the contact center

• collaborating with key stakeholders to develop partnership and collaboration plans

• managing the execution of client services collaborations

• evaluating collaboration success and concerns and developing an action plan to enhance the client services process.

Executes customer service mitigation plans by...

• evaluating and sharing customer service trend information

• identifying opportunities to reduce or mitigate contacts

• incorporating trends and gaps into mitigation plans

• collaborating with key stakeholders and leadership to finalize contact mitigation plans

• supports mitigation plan implementation; and serving as expert and liaison between the contact center and key stakeholders.

Aids with cross-functional support projects by…

• providing input on project plans

• analyzing project plans and communicating concerns

• identifying contact center implications (for example, impact to budget, utilization of resources); tracking project milestones

• identifying issues and assisting in the development of resolution plans; and

• supporting project implementation.

Executes customer service operations by…

• researching and staying up to date on industry trends, best practices, emerging technology, and legislation

• implementing changes to processes, resolution criteria, and policies that positively impact service metrics and drive consistency

• evaluating the impact of customer service processes and actions and communicating impact to leadership

• anticipating future operational needs and proposing plans to senior leadership

• aligning resources to support operations and special requests

• ensuring documentation of processes, quality standards, and procedures are communicated to customer service operations; and

• assisting in educating and training associates and cross-functional stakeholders.

Demonstrates up-to-date expertise and applies this to the development, execution, and improvement of action plans by…

• providing expert advice and guidance to others in the application of information and best practices; supporting and aligning efforts to meet customer and business needs; and

• building commitment for perspectives and rationales.

Provides and supports the implementation of business solutions by…

• building relationships and partnerships with key stakeholders

• identifying business needs

• determining and carrying out necessary processes and practices

• monitoring progress an