Customer Care Solutions Analyst

This is a fully remote position, open to applicants in Alabama, +6 more states.

📋 Description

• Evaluate business requirements and operational workflows to pinpoint gaps, inefficiencies, risks, and potential enhancements to boost performance and customer satisfaction.

• Design and propose business solutions aimed at refining processes, enhancing capabilities, optimizing technology use, increasing operational efficiency, and improving service delivery.

• Spearhead strategic and operational projects from initial concept through to execution.

• Create project plans, outline requirements, set milestones, and track progress.

• Collaborate with cross-functional teams and stakeholders.

• Offer leadership in change management and implementation for new processes, technologies, and capabilities.

• Oversee communication, readiness, training, and support for adoption.

• Assess and analyze initiative outcomes using established success criteria and key performance indicators.

• Manage departmental reports, dashboards, and performance metrics.

• Perform ad hoc analyses and generate actionable insights.

• Foster a culture of continuous improvement and operational excellence.

• Recognize emerging needs, suggest improvements, document processes, and collaborate with leaders on sustainable enhancements.

• Assume responsibility for tasks and challenges faced in the designated role.

⛳️ Requirements

• Bachelor’s Degree.

• 1-3 years of experience in business analysis or a related field.

• Solid understanding of business analysis, process improvement, project management, and change management principles.

• Exceptional analytical and problem-solving skills, including the ability to interpret performance data, identify trends, conduct ad hoc analyses, and develop actionable business insights.

• Excellent skills in project coordination, communication, and stakeholder management.

• Proficient in reporting, data visualization, and business technology tools.

• Capable of effective communication in person, via phone, and through electronic channels.

• Ability to frequently use a computer, involving typing and sustained attention to a monitor.

• Capability to sit, walk, and/or stand for extended periods.

• Ability to bend and reach.

• Must reside in VA, NC, SC, GA, FL, AL, TX, or CO.

• Secure and distraction-free remote working environment with a reliable internet connection; cable or fiber is preferred, mobile hotspots are not acceptable.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive benefits package including health, dental, and retirement plans.

• Opportunities for professional development and career advancement.

• Flexible work arrangements to support work-life balance.