Resolution Analyst

Job description

Position Summary:

The Resolution Management Analyst is responsible for providing proactive monitoring and customer escalation management in support of our customers.  This role will act as a liaison and coordinate internal efforts to obtain resolution for reported escalated issues that have a significant impact on the business relationship or affect productivity.  The Resolution Management Analyst will also be responsible for developing and monitoring dashboards for trends to reduce the number and severity of escalations to improve customer satisfaction.

The Resolution Management Analyst will work independently and should be able to take the initiative and be comfortable in a customer-facing role. Excellent phone presence along with written communication is required.

Essential Duties and Responsibilities include the following, but are not limited to:

• Assist in customer escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled
• Proactively identify potential escalations using both historical data and real time events to solve customer problems before they occur
• Reduce escalation volume and reaction time
• Assist in improvements by monitoring and providing replies to the customers and internal partners.
• Ensure customer escalations are resolved within agreed upon timelines, process change ideas are implemented, and influence others towards action and change in support of customer satisfaction
• Works through management structure to resolve customer issues
• Receive, log, and support the successful resolution of all customers related escalations
• Facilitate and report on daily and/or weekly stand-ups to ensure appropriate visibility of key customer issues including escalation status reporting, statistics, trending analysis, issue status activities, and resources
• Review and identify root cause for all escalated service requests and use this information to improve continuously within service delivery teams
• Provide feedback to management teams regarding areas of improvement; participate in process improvement efforts
• Monitor client satisfaction through investigation of client reported issues
• Collaborate with other workgroup teams to train using process and procedures based on historical experience
• Provide support and assistance to other management teams
• Enhance customer satisfaction by accomplishing new and different tasks as assigned
• Performs other duties as assigned

Supervisory Responsibilities: None

Skills and Requirements:

• Basic computer skills, required
• Work with large amounts of data: facts, figures, and number crunching. Ability to see through the data and analyze it to find conclusions.
• Present findings or translate the data into an understandable document.
• Ability to write and speak clearly, easily communicating complex ideas.
• Demonstrate critical thinking skills: Must look at the numbers, trends, and data and come to new conclusions based on the findings.
• Attention to Detail: Ability to ensure vigilance in analysis that will bring you to correct conclusions.
• Math Skills: Utilize math skills to estimate numerical data.
• Good understanding of Microsoft Office including Outlook, Excel, & SharePoint

Preferred Requirements:

• Dispatch and/or Call Center experience to understand what consists of escalations and be able to make determinations of such in the space.

Education and Experience:

• Bachelor’s degree, preferred
• 2-3 years of analytical experience, preferred
• 2-3 years of vendor management experience, preferred

Physical Requirements:

• Ability to sit and stay focused for long periods of time
• Vision correctable to ²⁰⁄₂₀
• Finger dexterity for keyboarding