Services Fort Bonifacio Global City, Philippines
Description
Service Operations Analyst
Location: Taguig City, Philippines
The Services Operations Analyst is responsible for the collection, analysis, and reporting of services & operations related data in an on-going effort to increase overall services productivity. This position monitors and maintains services & operations related data through both active modification and process improvements. The development and tracking of key performance indicators that will be critical to enhance the understanding of the business and to improve decision-making. The Services Operations Analyst provides overall support to the services & operations team.
The Services Operations Analyst creates both standardized & custom reports/dashboards, conducts quantitative services & operations analysis, and assesses future needs and data integrity. He/she must utilize and develop standardized tools, methodologies and business processes aimed at improving operational efficiency.
As a Services Operations Analyst, a Typical Day Might Include the Following:
Assist services representatives gathering data, creating reports and dashboards
Create and distribute analytical reports including ad hoc and custom reports for services
Salesforce administration. ie: maintaining data integrity
Audit accounts, opportunities, projects, cases, etc. in CRM and partner with account owners to ensure data integrity
Project Management for projects submitted or related to services owned software
Create services process documentation and identify/lead improvement initiatives
Assist in data amendments and perform data clean up in CRM System
Follow the company Code of Ethics and inContact policies and procedures at all times.
Communicate in an effective and professional way with customers in and outside of inContact.
To Land This Gig You'll Need:
Bachelors Degree in Business, Economics, Statistics or related field or equivalent work experience required.
3-5 years experience with data analysis and written analysis
Excellent problem solving skills
Ability to apply a wide range of business skills and analysis to the function
Ability to effectively prioritize and adjust to multiple demands
Proficient in Microsoft Office Tools
Advanced Microsoft Excel skills
Effective interpersonal skills. Able to communicate effectively across all levels of management
Strict attention to detail
Excellent organization skills
Salesforce report building and CRM administration?
Experience Preferred
Salesforce.com Administration
Experience in a Services Operations environment
SaaS business experience
B to B experience
ABOUT NICE inContact:NICE inContact makes it easy and affordable for organizations around the globe to provide exceptional customer experiences while meeting key business metrics. NICE inContact provides the world’s #1 cloud customer experience platform, NICE inContact CXone™, combining best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE inContact is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions.
NICE is committed to provide an environment based on equal opportunity for all qualified applicants and employees. It is the policy of NICE to afford equal employment opportunities to qualified individuals, regardless of age, race, color, creed, religion, citizenship, ancestry, national origin, sex, gender, pregnancy, mental or physical disability, marital status, veteran status, service in the Armed Forces, sexual or affectional orientation, atypical hereditary cellular or blood traits, genetic information, status as a victim of domestic or sexual violence, and/or any other status protected by any applicable federal, state and/or local statute or regulation.
