Analyst II

Job Description:

• Prepare reports, analysis, or graphs on quality trends affecting customers through different business channels.
• Evaluate and update exempt staff on team service levels.
• Adopt and develop processes to new technologies and create training for other team members.
• Develop data analysis methods that accurately tell the story of customer experience.
• Lead business level meetings to update on various customer projects.
• Lead and participate in projects with multiple departments, including -

+ Coordination with Supply, business operations, and all NSO on customer and internal projects

+ Prioritize tasks to meet project deadlines

+ Establish, review, and maintain timelines

+ Responsible for accountability of assigned group tasks

+ Provide timely updates of project progression

+ Communicate status to stakeholders and internal customers

• Assist in sprint management for IT involved system changes, specifically Salesforce Service Cloud
• Performs other duties as assigned.

Qualifications

• Preferred a Bachelor’s degree in Business Administration, Information Management or related field.
• Strong PC skills including Word, Excel, Outlook, and Access needed.
• Experience in project management is preferred and/or experience in providing business support to improve customer experience.
• Experience with implementing process controls and documentation.
• Above Average Attendance.
• Ability to seek out emerging technology solutions to solve or improve customer experience.
• Strong independent decision-making skills.
• Positive attitude and team oriented.
• Ability to mine into customer experience details to root cause and problem solve issues.
• Excellent organizational, time-management, prioritization, multi-tasking, and documentation skills.
• Excellent verbal and written communication skills with attention to detail.
• Deadline oriented and ability to work under stressful situations.
• Must be flexible and able to adapt to changing job responsibilities.

Time Type:

Full time

Job Type:

Regular

Job Family Group:

Cust Svc \& Call Center

Location Region/State:

Missouri

EEO Statement:

Scholastic is an Equal Opportunity Employer. Our policy is clear: there shall be no discrimination on the basis of race, religion, color, sex, pregnancy, national origin, marital status, sexual orientation, gender identity or expression, age, non-disqualifying physical or mental disability, or status as a disabled veteran or Vietnam veteran. Those factors shall not influence the determination of qualifications for a job or other opportunity within the company. Further, all personnel actions (such as compensation, tuition aid, benefits, transfers, promotions, and dismissals, company-sponsored training, social and recreational programs) shall be administered without discrimination.

EEO is the Law Poster

EEO Scholastic Policy Statement

Pay Transparency Provision