Scholastic
Analyst II
Salesforce
Edtech.com's Summary
Scholastic Inc. is hiring an Analyst II. The role involves preparing reports, analyzing quality trends affecting customer experience across business channels, leading multi-departmental projects, managing timelines and task accountability, and supporting IT system changes specifically in Salesforce Service Cloud.
Highlights
- Prepare reports, analyze customer quality trends, and evaluate team service levels.
- Develop data analysis methods and create training for new technology processes.
- Lead business-level meetings and coordinate projects involving Supply, business operations, and NSO.
- Prioritize tasks, establish and maintain project timelines, and provide updates to stakeholders.
- Assist in sprint management for IT system changes, focusing on Salesforce Service Cloud.
- Preferred qualifications include a Bachelor’s degree in Business Administration, Information Management, or a related field.
- Required strong PC skills in Word, Excel, Outlook, and Access.
- Experience in project management or business support to improve customer experience is preferred.
- Skills needed include process control implementation, problem-solving, independent decision-making, and effective communication.
- Job is full-time, regular status, within the Customer Service & Call Center job family group at Scholastic Inc.
Analyst II Full Description
Job Description:
- 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.
Qualifications
- Preferred a Bachelor's 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.
Time Type:
Full time
Job Type:
Regular
Job Family Group:
Cust Svc & Call Center
Location Region/State:
Missouri
EEO Statement:
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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