Analyst, Customer Interactions

The Customer Interactions Analyst is a pivotal member of the Customer Operations Support Team, responsible for driving operational excellence and ongoing improvement of customer interactions. This role involves close collaboration with agents, supervisors, and external partners to monitor performance, ensure effective communication, and implement best practices that enhance the overall customer experience. Customer Interaction Analysts act as a liaison across teams, promoting operational efficiency, resolving issues, and fostering a culture of continuous learning. This is a full-time remote opportunity.

Responsibilities

• Conducts regular check-ins with managers and supervisors to ensure adherence to established customer interaction policies and procedures, as well as to resolve any outstanding issues.

• Analyzes macro-level interaction data and utilizes these insights to strategically enhance the overall customer experience.

• Leverages dashboard analytics and generates performance reports for leadership and team members to drive enhance customer service metrics.

• Leads coaching sessions with supervisors to review team progress and tackle ongoing challenges.

• Leads team sessions focused on sharing best practices and cultivating a culture of continuous improvement.

• Sends general process reminders to maintain adherence to operational standards and procedures.

• Reviews disputed calls, provides detailed findings, and adjusts the scoring model to ensure fairness and accuracy.

• Monitors supervisor channels and individual chats to stay informed about team activities and address concerns proactively.

• Facilitates huddles with supervisors to discuss team progress, challenges, and opportunities for improvement.

• Leads team sessions to reinforce best practices and support continuous improvement initiatives.

• Reviews customer interactions findings and delivers agent coaching packages to supervisors for performance development.

• Sends weekly process reminders to uphold operational standards across the team.

• Reviews, addresses, and closes disputes as needed with technology teams and external vendors, as appropriate.

• Develops and articulates actionable coaching plans for supervisors based on data analysis, ensuring they can implement strategies effectively.

• Proactively anticipate ways to improve customer experience by leveraging data insights and identifying opportunities for process enhancements.

• Drives customer experience coaching tailored to achieving key performance indicators (KPIs), focusing on metrics such as customer satisfaction (CSAT), first call resolution (FCR), and average handle time (AHT).

• Informs supervisors of any updates or changes to procedures or operational processes.

• Arranges and coordinates calls between internal and vendor technology teams and supervisors to resolve specific issues and support collaborative problem-solving.

• Monitors supervisor huddles and coaching sessions to evaluate quality and offer constructive feedback.

• Assists with access issues related to data analytics tools dashboards as needed.

• Performs other duties as needed.

Education and Work Experience

• Requires broad training in fields such as business administration, accountancy, sales, marketing, computer sciences, or similar vocations, typically obtained through the completion of a four-year bachelor's degree program or an equivalent combination of education and experience.

• Normally requires four (4) to five (5) years of directly related and progressively responsible experience.

• Prior experience in master data management or the healthcare industry is preferred.

• 5 plus years of experience using BI and analytic tools such as PowerBi, Tableau, or Medallia

• 5 plus years collaborating with cross functional teams in a regulated global environment driving measurable improvements to customer service and support.

• Demonstrated capability to effectively facilitate meetings, huddles, and coaching sessions, fostering active participation and supporting professional development.

• 5 plus years of experience with process improvement and change initiatives within a customer operations environment.

• 5 plus years of experience in data evaluation, including root cause analysis and utilizing data-driven insights to effectively communicate findings.

Skills and Knowledge

• Demonstrate strong communication and organizational skills, with a focus on customer satisfaction and problem-solving

• Strong interpersonal and communication skills.

• Sound level of numeracy and demonstrated attention to detail

• Strong time management and organizational skills.

• Excellent written and verbal communication skills.

• Problem solving skills.

• Demonstrated ability to work flexibly within tight time schedules and in accordance with variable workload demands.

• Proficiency with advanced performance management tools and data analytics platforms, such as Etech/QEval, to drive informed decision-making and operational excellence.

• A calm and customer focused approach.

• Ability to use initiative.

What Cencora offers

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members’ ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more. For details, visit https://www.virtualfairhub.com/cencora

*This Salary Range reflects a National Average for this job. The actual range may vary based on your locale. Ranges in Colorado/California/Washington/NewYork/Hawaii/Vermont/Minnesota/Massachusetts/Illinois State-specific locations may be up to 10% lower than the minimum salary range, and 12% higher than the maximum salary range.

Equal Employment Opportunity

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned

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