Description & Requirements
Are you passionate about deciphering data to enhance customer experiences? Do you thrive in dynamic environments where problem-solving is key? We're seeking a skilled individual with a knack for analytics and a talent for communication to join our team as a Customer Care Analytics Expert. If you're ready to make an impact and drive meaningful change in the realm of customer care analytics, we want to hear from you! Apply now and join us on our mission to redefine customer experiences.
Essential Duties and Responsibilities:
- Analyze trends, conduct time studies, and create solutions to align processes with client policy and meet performance standards.
- Document performance issues, provide recommendations, and create strategies for productivity and cost containment.
- Create comprehensive reports for site management and program clients.
- Develop processes to build operational policies, procedures, user guides, and business process improvement projects.
- Develop processes to conduct business process improvement projects.
- Evaluate current forms, reports, and procedures to enhance operational efficiency by standardizing, improving, simplifying, discontinuing, or employing other optimization methods.
Additional Duties and Responsibilities:
- Extensive understanding of customer care analytics, functions, and processes.
- Effective problem solver as demonstrated by the ability and willingness to approach complex problems from different angles.
- Effective communication skills and ability to present to mixed audiences.
- Conflict resolution skills and ability to work effectively in a fast-paced and complex environment.
- Analyzes project outcome data to identify trends and develop and implement action plans as appropriate.
- Develops initiatives for process improvement and analyzes outcomes of key initiatives and quality improvement efforts.
- Participates in client meetings, providing feedback and recommended solutions.
- Provide project leadership with updates on all issues regarding quality, operations, training, and policy and procedures.
- Provide leadership to all staff in the areas of quality improvement as it relates to process improvement, customer service and conflict resolution.
- Prepare reports and briefings for project leadership and review monthly and quarterly project status reports.
- Continuously identify opportunities for improvement based on the member's experience, member satisfaction and C-SAT scores.
- Maintain a focus on contract driven performance requirements including SLAs and KPIs.
- Establish operational improvement objectives and work plans in coordination with the Project Leadership.
Minimum Requirements
Minimum Requirements:
- Bachelor's degree in related field.
- 5-7 years of relevant professional experience required.
- Equivalent combination of education and experience considered in lieu of degree.
Additional Minimum Requirements:
- Strong communication skills.
- Strong MS Office proficiency with Word and Excel.
- Requires occasional travel to client site in Boston, MA.
EEO Statement
Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.
Pay Transparency
Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.
