Analyst, Customer Interactions

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today! Job Details The Customer Interactions Analyst is a pivotal member of the Customer Operations Support Team, responsible for driving operational excellence and ongoing improvement of customer interactions. This role involves close collaboration with agents, supervisors, and external partners to monitor performance, ensure effective communication, and implement best practices that enhance the overall customer experience. Customer Interaction Analysts act as a liaison across teams, promoting operational efficiency, resolving issues, and fostering a culture of continuous learning. This is a full-time remote opportunity. Responsibilities Conduct regular check"‘ins with managers and supervisors to ensure adherence to established customer interaction policies and procedures, as well as to resolve any outstanding issues. Analyze macro"‘level interaction data and utilize these insights to strategically enhance the overall customer experience. Leverage dashboard analytics and generate performance reports for leadership and team members to drive enhanced customer service metrics. Lead coaching sessions with supervisors to review team progress and tackle ongoing challenges. Lead team sessions focused on sharing best practices and cultivating a culture of continuous improvement. Send general process reminders to maintain adherence to operational standards and procedures. Review disputed calls, provide detailed findings, and adjust the scoring model to ensure fairness and accuracy. Monitor supervisor channels and individual chats to stay informed about team activities and address concerns proactively. Facilitate huddles with supervisors to discuss team progress, challenges, and opportunities for improvement. Lead team sessions to reinforce best practices and support continuous improvement initiatives. Review customer interactions findings and deliver agent coaching packages to supervisors for performance development. Send weekly process reminders to uphold operational standards across the team. Review, address, and close disputes as needed with technology teams and external vendors, as appropriate. Develop and articulate actionable coaching plans for supervisors based on data analysis, ensuring they can implement strategies effectively. Proactively anticipate ways to improve customer experience by leveraging data insights and identifying opportunities for process enhancements. Drive customer experience coaching tailored to achieving key performance indicators (KPIs), focusing on metrics such as customer satisfaction (CSAT), first call resolution (FCR), and average handle time (AHT). Inform supervisors of any updates or changes to procedures or operational processes. Arrange and coordinate calls between internal and vendor technology teams and supervisors to resolve specific issues and support collaborative problem"‘solving. Monitor supervisor huddles and coaching sessions to evaluate quality and offer constructive feedback. Assist with access issues related to data analytics tools dashboards as needed. Perform other duties as needed. Education and Work Experience Broad training in fields such as business administration, accountancy, sales, marketing, computer sciences, or similar vocations, typically obtained through a four"‘year bachelor's degree program or an equivalent combination of education and experience. Four to five years of directly related and progressively responsible experience. Prior experience in master data management or the healthcare industry is preferred. Five or more years of experience using BI and analytic tools such as PowerBi, Tableau, or Medallia. Five or more years collaborating with cross"‘functional teams in a regulated global environment, driving measurable improvements to customer service and support. Demonstrated capability to effectively facilitate meetings, huddles, and coaching sessions, fostering active participation and supporting professional development. Five or more years of experience with process improvement and change initiatives within a customer operations environment. Five or more years of experience in data evaluation, including root cause analysis and utilizing data"‘driven insights to effectively communicate findings. Skills and Knowledge Strong communication and organizational skills, with a focus on customer satisfaction and problem solving. Strong interpersonal and communication skills. Sound numeracy and attention to detail. Strong time"‘management and organizational skills. Excellent written and verbal communication skills. Problem"‘solving skills. Ability to work flexibly within tight time schedules and in accordance with variable workload demands. Proficiency with advanced performance management tools and data analytics platforms such as Etech/QEval. Calm and customer"‘focused approach. Ability to use initiative. What Cencora Offers We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members' ability to live with purpose every day. In addition to traditional offerings such as medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This includes support for working families, backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. We also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and more. For details, visit Full"‘time position. Salary Range: $57,900 - $85,360. This range reflects a national average for this job. The actual range may vary based on location. Equal Employment Opportunity Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state, or local law. The company's continued success depends on the full and effective utilization of qualified individuals. Harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non"‘discriminatory. Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process. If you wish to request an accommodation while seeking employment, please call 888"‘692"‘2272 or email . We will make accommodation determinations on a request"‘by"‘request basis. Messages and emails regarding anything other than accommodation requests will not be returned. #J-18808-Ljbffr

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