CSR role connecting veterinary clinics with pet aftercare services. Building relationships, handling pets, and managing service delivery.
About the role
- Call Center Operations Analyst at Cengage Group responsible for analyzing customer support metrics. Driving improvements in service quality and operational efficiency across the team.
Responsibilities
- Monitor & analyze customer support performance and case data including contact volumes, queue performance, resolution rates & quality scores to identify patterns & improvement opportunities.
- Develop & maintain dashboards, reports, and standardized review processes of support metrics; translating insights into practical recommendations.
- Conduct root-cause analyses; revealing trends, performance gaps, escalations, & operational bottlenecks.
- Recommend improvements to call handling, case management, and customer communication based on analytical findings.
- Collaborate with supervisors & trainers to evaluate agent performance using our Support Excellence quality frameworks and rubrics.
- Review recorded phone calls and digital interactions to assess quality, resolution effectiveness, process & policy adherence, and customer sentiment.
- Provide actionable insights informing coaching plans, training opportunities, and performance interventions.
- Identify & recommend improvements for process optimization; streamline workflows, reduce contact drivers, and elevate the customer experience.
Requirements
- Bachelor’s degree in Business, Analytics, Operations, or related field (or equivalent experience).
- 2–4 years of experience in call center operations, customer support analytics, or quality assurance.
- Strong analytical skills with the ability to interpret complex datasets and translate findings into actionable recommendations.
- Proficiency with enterprise customer support systems (Salesforce Service Cloud), phone systems (Vonage), and analytics tools (PowerBI).
- Experience in customer support quality assurance and performance management.
- Familiarity with forecasting and queue optimization concepts.
- Understanding of contact center KPIs and customer experience metrics.
- Excellent written and verbal communication skills.
- Strong attention to detail and commitment to accuracy.
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Incentive bonus program
Job title
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