Analyst II

• Prepare reports analysis or graphs on quality trends affecting customers through different business channels.
• Evaluate and update exempt staff on team service levels.
• Adopt and develop processes to new technologies and create training for other team members.
• Develop data analysis methods that accurately tell the story of customer experience.
• Lead business level meetings to update on various customer projects.
• Lead and participate in projects with multiple departments including -
  • Coordination with Supply business operations and all NSO on customer and internal projects
  • Prioritize tasks to meet project deadlines
  • Establish review and maintain timelines
  • Responsible for accountability of assigned group tasks
  • Provide timely updates of project progression
  • Communicate status to stakeholders and internal customers
• Assist in sprint management for IT involved system changes specifically Salesforce Service Cloud
• Performs other duties as assigned.

• Preferred a Bachelors degree in Business Administration Information Management or related field.
• Strong PC skills including Word Excel Outlook and Access needed.
• Experience in project management is preferred and/or experience in providing business support to improve customer experience.
• Experience with implementing process controls and documentation.
• Above Average Attendance.
• Ability to seek out emerging technology solutions to solve or improve customer experience.
• Strong independent decision-making skills.
• Positive attitude and team oriented.
• Ability to mine into customer experience details to root cause and problem solve issues.
• Excellent organizational time-management prioritization multi-tasking and documentation skills.
• Excellent verbal and written communication skills with attention to detail.
• Deadline oriented and ability to work under stressful situations.
• Must be flexible and able to adapt to changing job responsibilities.

Scholastic is an Equal Opportunity Employer. Our policy is clear: there shall be no discrimination on the basis of race religion color sex pregnancy national origin marital status sexual orientation gender identity or expression age non-disqualifying physical or mental disability or status as a disabled veteran or Vietnam veteran. Those factors shall not influence the determination of qualifications for a job or other opportunity within the company. Further all personnel actions (such as compensation tuition aid benefits transfers promotions and dismissals company-sponsored training social and recreational programs) shall be administered without discrimination.

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