ZRL Customer Service Business Analyst and Training Lead

Customer Service Business Analyst and Training Lead

Summary:

The Customer Service Business Analyst & Training Lead plays a key role in strengthening operational excellence and frontline performance within the ZRL Customer Service organization. This role combines business analytics, workforce planning, and learning and development leadership to enhance efficiency, engagement, and customer experience across all service channels. This role requires a strong work ethic and excellent communication skills with different levels of stakeholders within the business with a blend of data-driven decision-making, process improvement, and training expertise to drive consistent performance and operational stability. 

Job Duties:

Training & Development 

• Design, develop, and deliver comprehensive training programs for onboarding, cross-training, ongoing skill development, and readiness for new products or system enhancements. 

• Facilitate knowledge-sharing sessions, best-practice roundtables, and peer learning opportunities to promote continuous improvement. 

• Utilize QA results, performance data, and agent feedback to identify skill gaps and improvement areas, developing targeted micro-trainings and job aids in response. 

Documentation & Knowledge Management 

• Create, maintain, and enhance SOPs, job aids, knowledge articles, and reference guides to ensure accuracy, version control, and alignment with current business processes. 

• Lead process documentation and mapping to ensure end-to-end visibility of Customer Service workflows. 

• Coordinate requirements gathering, documentation, UAT, and training for new SKU creations, system enhancements, upgrades, and defect resolutions. 

Performance Management & Analytics 

• Develop standardized performance scorecards for individuals and teams to drive accountability and transparency. 

• Analyze operational metrics (e.g., service levels, average handle time, case backlog) and conduct periodic data integrity audits to identify trends, improvement opportunities, and ensure reporting accuracy. 

• Create dashboards and reports that translate data into actionable insights for business decisions and training priorities. 

Workforce & Operational Planning

• Manage training schedules, track participation, and measure learning outcomes to evaluate effectiveness. 

• Oversee workforce scheduling to balance staffing levels, breaks, and channel coverage, ensuring SLA adherence. 

• Partner with Customer Service leadership to forecast staffing needs, approve time-off requests, and optimize daily coverage based on call and case volumes. 

Continuous Improvement 

• Collaborate with Customer Service Managers, Subject Matter Experts, and cross-functional teams (Lab Operations, Enablement, Digital/Data, L&D) to design, test, and implement workflow and process enhancements. 

• Identify and support ongoing enhancements to digital self-service tools by analyzing inquiry trends and recommending automation or knowledge base optimization. 

• Promote a culture of positive continuous improvement, teamwork, and accountability within the Customer Service organization. 

• Identify potential enhancements to improve or augment services provided by current systems. 

• Perform other duties as assigned. 

Education/Experience:

• Bachelor’s degree required
• Minimum of 4 years of experience within a Reference Laboratory, Diagnostics, or equivalent business structure and 2 year's experience in training, coaching, or developing people required 
• Requires experience in a Customer Service role
• Experience in workforce management or business analysis preferred
• Experience analyzing operational metrics and building performance dashboards
• Strong knowledge of Customer Service systems such as Salesforce, SAP, Five9, LIS and Microsoft Office (advanced Excel)
• Proven ability to create and deliver engaging training programs for diverse audiences

Technical Skills Required:

• Proficient computer & internet skills (Microsoft Office suite and web-based applications) 
• Advanced Excel and data visualization capabilities
• Data analysis and experience with working with large data sets and analytics tools
• Excellent verbal and written communication skills with attention to detail and accuracy
• Demonstrated ability to manage multiple priorities in a fast-paced environment
• Stro