Customer Service Analyst

Guaynabo, PR

ABOUT US

At Grupo Triple S, we are committed to provide meaningful job experiences for Valuable People (Gente Valiosa). We encourage an environment of very high ethical standards, always excelling in service, collaboration among the company, agility to deliver timely, and embracing accountability for results.

When you join Grupo Triple S, you will be key to our efforts on delivering high-quality and affordable healthcare as well as contribute to our purpose to enable healthier lives. We serve more than 1 million consumers in Puerto Rico through our Medicare Advantage, Medicaid, Commercial, Life and Property & Casualty Businesses.

Let's build healthier communities together, join now!

ABOUT THE ROLE

Monitors and provides actionable insight and assess customer experience during their interaction with the CSRs to help increase quality, efficiency, and customer satisfaction. Collects information to help managers and supervisors improve agents’ performance. Tracks and examines call flow, calling patterns, established quality assurance levels, and the rate of call abandonment. Compiles and analyzes statistical data. Develop and generates daily, weekly, and monthly reports.

WHAT YOU'LL DO

• Mines and combines data from different sources to provide important business insights.
• Provide management with accurate analytic reports for proper and efficient operational decision making.
• Responsible for analyzing customer contact interactions data.
• Identifies indicators, interprets data, evaluates trends, weaknesses, opportunities, and develop actionable recommendations for improvement.
• Develops reports, forecasts, dashboards as well as a variety of tools that enable the customer service/retention management team to implement strategies and processes to handle business trends variations.
• Works effectively with the team and others across the company to review internal reports and identify validity of data and investigate further root causes or issues that will help in reaching to the right conclusions and interpret patterns and trends in complex data sets could be helpful for the diagnosis and prediction.
• Keep management informed of operational important matters such as KPIs trends, fluctuations, and deviations.
• Manage projects as assigned.
• Supports operations leadership with business strategies and best practices to sustain and improve efficiency.
• Ensure the integrity of the data and reporting reliability to avoid interruption to company processes and decision making.
• Filter Data by reviewing reports and performance indicators to identify and correct code problems
• Other tasks as assigned by management and that are essential.

WHAT YOU'LL BRING

CLOSING DATE: 5/21/2023

It is company policy to seek for the qualified applicants for positions throughout the company without distinction of race, color, national origin, religion, gender, gender identity, real or perceived sexual orientation, civil status, social condition, political ideologies, age, physical or mental disability, veteran status or any other characteristic protected by law. Drug-free company.

Equality Employment Opportunity/Affirmative Action for Minorities/Females/People with Disabilities/Veterans”. Employer with E-Verify to verify the eligibility of employment of all the new employees.

We encourage Females, Veterans and Disabled to Apply