Full-Time Customer Service Business Analyst

We are seeking a highly motivated and analytical Business Analyst to support our FBIN B2B customer service team.

Key Responsibilities:

1. Data Analysis & Reporting: Collect, analyze, and interpret customer service data to identify trends, issues, and opportunities for process improvement. Develop, document, and deliver regular reports to key stakeholders, providing insights into service metrics, performance, and areas for improvement. Create dashboards and other data visualization tools to communicate key insights on a monthly basis – clearly and effectively. This includes order, call, and communications management along with team scorecards. Support cost per contact analysis and data visualization.
2. Process Optimization: Support projects that provide opportunities for operational enhancements. Recommend and implement process improvements to increase the efficiency and effectiveness of the B2B customer service team. Support the design and optimization of customer service strategies, ensuring they align with business goals and enhance the customer experience.
3. Customer Experience Improvement: Use data-driven insights to identify opportunities to enhance the customer journey, minimize service disruptions, and increase satisfaction levels. Provide recommendations to improve the overall customer experience, leveraging both quantitative and qualitative data.
4. AD HOC Support: Work with the B2B customer service team to understand business needs, gather requirements for system improvements, and support the implementation of new tools or technologies. Document business requirements and work with IT and other departments to ensure that they are met.
5. Support Quality Monitoring and Scorecards: Collaborate with cross-functional teams, including sales, operations, and IT, to ensure seamless integration of customer service processes with other departments.

Qualifications:

• Bachelor’s degree in Business, Information Technology, or a related field.
• 5+ years of experience as a Business Analyst, preferably in a B2B environment or supporting a customer service team.
• Strong analytical skills with the ability to extract insights from large data sets and translate findings into actionable business recommendations.
• Experience with customer service metrics, performance tracking, and data analysis tools (e.g., CX1, Excel, Power BI, Tableau, etc.).
• Solid understanding of B2B customer service processes and best practices.
• Excellent communication and interpersonal skills, with the ability to collaborate across various teams.
• Experience with process improvement methodologies such as Lean, Six Sigma, or Agile is a plus.
• Ability to work independently and manage multiple priorities effectively.
• Experience in creating and delivering presentations to leaders
• Strong problem-solving skills and attention to detail.

Compensation: A reasonable estimate of the base salary range for this role is $63,000 - $95,000 USD.

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