Operations Analyst

  Job Description: 

eLoyalty has recently developed a unique, hosted service that allows our Fortune 100 clients to significantly improve their Service Operations. We are seeking a CRM Call Center Analyst that is familiar with call center operations to use this solution to analyze and provide recommendations to our clients that will help improve their overall customer experience. This Analyst will be a key member of a project team and will participate in all aspects of the project from assessing the current state operations and customer experience to developing specific recommendations with supporting financial analysis. This position requires the ability to act independently and to work and effectively communicate with management and senior client personnel.

Primary Responsibilities: Manage day-to-day client relationships
Lead requirements definition process for new customer implementations
Assist customers in defining requirements for change requests to the system
Develop strong working relationship with internal business and technology counterparts
Escalate critical analysis to appropriate team members for issue resolution
Test and verify call classification rules Analyze speech mined calls, looking for patterns and misclassified calls
Generate and document complete analysis of call data translating data into insight and improvement opportunities
Creation of key deliverables associated with the project effort
Assist in the development of project opportunities
Assist with financial analysis for identified opportunities
Participate in the implementation of recommendations and the realization of business benefits Required Skills/Experience: 
Past work experience with a consulting firm desired 3-5 years of experience working in a call center environment
Bachelor?s Degree required
Strong analytical and problem solving skills
Ability to work with and effectively communicate with management
Critical thinking and the ability to analyze data
Excellent communication and organizational skills
Proficient with Microsoft Office applications
Detail oriented, with a high degree of accuracy Company Skills: 

We are proud of our "can do", professional culture, and our people have high standards.  We look for the following across all areas of the company:Employees who are goal-oriented toward exceeding customer expectations and corporate targets
Analytical individuals who think clearly about required actions to meet and exceed goals
People who are logical in their thinking, are intellectually smart, and are able to organize thoughts
A strong focus on relationship-building and can establish effective relationships and teams
Optimistic and inclined to emphasize positive aspects of a situation
A sense of maturity and self esteem that provides confidence under pressure
A persistent approach to all things and does not give up along the way
Strong integrity and always conducts personal and business transactions in an honest, respectful and ethical manner
Readily gives credit to others displaying a strong sense of emotional generosity
A team player that readily shares information and ideas within teams and the organizations.Summary Text: 

eLoyalty Corporation is a leading management consulting, systems integration, and managed services company focused on optimizing customer interactions. With professionals in offices throughout North America and Europe, eLoyalty's broad range of enterprise Customer Relationship Management (CRM)-related services and solutions include creating customer strategies; defining technical architectures; selecting, implementing, and integrating best-of-breed CRM software applications; and providing ongoing support for multivendor systems. The combination of eLoyalty's methodologies and technical expertise enables eLoyalty to deliver the tangible economic benefits of customer loyalty for its Global 2000 clients. For more information about eLoyalty, visit www.eloyalty.com.

eLoyalty is an Affirmative Action/Equal Opportunity Employer M/F/H/V