CX Operations Analyst Intern
1 week ago
Have you ever thought about those "moments that matter" in your life? Do you want to be a part of making those moments reality for others? Then join the Stuller, Inc. community as our Customer Experience (CX) Operations Analyst Intern You'll have the opportunity to demonstrate your talent and build the experience and successful track record you need to advance your career with our dynamic Company.
The Customer Care Operations team supports call center excellence by partnering with leadership to optimize staffing, streamline training, and ensure a balance of structure and flexibility. The team drives performance through data-driven planning, ongoing development, and real-time workforce management.
As a CX Operations Analyst Intern, you will take on the initiative of interpreting our data at a deeper level. You will be responsible for building relationships with Customer Care leadership and Logistics leadership, helping them learn to understand how workforce management and customer feedback play an integral role in planning each of these divisions. You will leverage your analytical mindset and create actionable plans to support the business. You will collaborate with internal leaders who have various needs and find the right balance between structure/consistency and autonomy/flexibility that propels all teams within the organization to deliver the best customer experience in their communications.
Key Responsibilities:
- Explore and learn our systems, Salesforce, LevelAI, Five9 and Verint.
- Review existing data from daily, weekly, and monthly reporting from the Customer Experience team for both service level planning and customer feedback.
- Leverage concepts used in the Customer Experience division for labor planning, productivity and efficiency and develop a point of view on how we can incorporate these concepts into our Logistics division.
- Based on the findings of these metrics, research industry standards, and together with leadership, determine a final implementation plan of a labor planning effort in the Logistics division.
- Provide recommendations based on best practice in Logistics environments on how to achieve the Stuller standard.
- Senior working towards undergraduate degree, an MBA student focused on Data Analysis or recent graduate in relevant field.
- Strong analytical and organizational skills, including trend analysis and identification.
- Advanced skills with Excel and data visualization tools.
- Proficient with time management. Ability to plan, prioritize, and organize effectively.
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