Customer Experience Data Analyst
Company: CEMEX
Location: Houston
Posted on: May 2, 2024
Job Description:
Company Overview
Founded in 1906, over the last 110+ years' CEMEX has grown into a
global building materials company that provides high quality
products and reliable service to customers and communities
throughout the Americas, Europe, Africa, the Middle East, and Asia.
Here at CEMEX we offer our employees competitive wages, career
growth, excellent benefits including health, dental & vision plans,
vacation or paid time off, employee assistance program and
retirement plan options, along with over a century of stability to
build your next career on! To learn more about our company culture
and why you should join us, visit us at www.cemexusa.com/careers .
For direct access to CEMEX Career Opportunities, visit us at
https://jobs.cemex.com/ .
Job Summary
This Customer Experience Analyst role will be responsible for
supporting the design and implementing strategies within the
service centers, to optimize workflows, reduce operational costs,
and enhance overall efficiency. In addition this role will support
the Workforce management implementations and technology evolution
of Genesys.
Job Responsibilities
- Establish Key Performance Indicators and Service Levels
together with CEx Operations Support (Regional) and Customer
Service support Evolution and set plans to achieve targets
- Generate periodically KPI dashboards and report results to CEx
Operations Support (Regional) and Customer Service support
Evolution
- Utilize data analytics tools to analyze performance metrics and
identify trends (inputs: employee and customer feedback, audits.
Customer complains, etc.) and propose improvement actions
- Utilize workforce analytics tools to analyze data, identify
trends, and make data-driven decisions.
- Provide regular reports and insights to senior management and
all involved roles regarding workforce trends, efficiency, and
areas for improvement.
- Ensure regular performance reviews execution, as well as
identification areas for improvement
- Implement strategies to enhance team performance.
- Foster a culture of continuous improvement by promoting
awareness and engagement at all levels of the organization.
- Evaluate existing processes within US service centers to
identify areas for improvement and validate with Customer Service
support Evolution.
- Work with stakeholders to develop actionable insights and
data-driven recommendations for process improvements.
- Stay informed, promote and implement about industry best
practices focused on customer service and emerging trends in
process optimization.
- Conduct benchmarking exercises to compare our processes with
industry standards and identify areas for improvement.
- Ensure compliance with regulatory requirements to protect
customer sensitive data and information
- Address the different requirements and visits of the company's
internal and external control entities (Internal Audit, process
evaluation, fiscal audit, etc.) that involve SC processes.
- Coordinate, carry out audits and follow-up to guarantee that
the Service Center processes are carried out based on the defined
policies and rules.
- Lead change management initiatives to ensure successful
implementation of process improvements.
- Collaborate with key stakeholders to address resistance,
communicate changes effectively, and drive successful
adoption.
- Content training definition with workforce management
Qualifications
- Certification in Lean Six Sigma or other relevant process
improvement methodologies.
- Experience in the implementation of technology solutions to
enhance operational efficiency.
- Previous experience in the customer service industry or related
fields.
- Familiarity with industry-specific regulations and compliance
standards.
- Demonstrated success in reducing attrition and absenteeism
through strategic workforce planning.
- Experience working in a multicultural and diverse work
environment.
Knowledge, Skills, and Abilities
- Good Attitude and willingness to learn
- Excellent verbal and written communication skills.
- Empathy and Patience
- Ability to identify customer problems, think critically, and
provide appropriate solutions
- Active Listening
- Time Management to handle multiple tasks simultaneously
- Handling conflicts and managing challenging situations with
diplomacy and tact
- Maintaining a positive and friendly demeanor, even during
challenging situations
- Ability to adapt to changing circumstances
- Customer Focus, Putting the customer's needs first and being
genuinely dedicated to helping them.
- Networking, Teamwork, Coordinating with dispatchers, drivers,
and other team members
- Coordination with Global / Regional teams for internal
capabilities improvements
- Open for Innovation
- Proven experience in workforce management, preferably in a
multi-location service center environment.
- Strong analytical and problem-solving skills with proficiency
in workforce management tools.
- Excellent communication and interpersonal skills.
- Demonstrated ability to develop and implement workforce
strategies aligned with business goals.
Working Conditions
- Occasional travel estimate (%) 10-20%
Physical Requirements
- Requires stationary position, traverse, move, transport, and
the ability to significant degree to operate, activate, use,
prepare, inspect, place, detect, or position
- Exerting up to 20 pounds of force occasionally, and/or a
negligible amount of force frequently
- While performing the duties of this job, the employee is
regularly required to communicate with employees and other
individuals as well as function safely within an office environment
and, on occasion, may visit industrial plant locations
Legal Notices
CEMEX is an EEO/AA (equal opportunity/affirmative action)
institution and does not discriminate on the basis of race, color,
religion, religious creed, sex, sexual orientation, gender identity
or expression, national origin, ancestry, age, physical or mental
disability, medical condition, genetic information, marital or
familial status, military or veteran status, or any other
characteristic protected by under federal, state or local law in
the programs or activities which it operates.
CEMEX will consider for employment qualified applicants with
criminal histories in a manner consistent with all local, state and
federal laws.
CEMEX is an E-Verify participating employer.
Arizona Smoke-Free Act. CEMEX complies with the State of Arizona's
Smoke-Free Act (Arizona Revised Statutes - 36-601.01). Smoking
and/or the use of tobacco or related products is prohibited in and
on CEMEX property as well as any building and/or vehicle owned or
leased by CEMEX.
CEMEX offers both competitive pay and benefits. Benefits applicable
to this position may include, but are not limited to, medical,
dental, vision, 401(k), Paid Time Off, and Holiday Pay, as well as
a comprehensive wellness program to help keep employees and their
families healthy and well. You can learn more about CEMEX Benefits
by visiting the CEMEX USA Benefits and Well-Being page.
(https://www.cemexusa.com/careers/life-at-cemex/benefits-well-being).
EEO Statement - En Espa--ol
CEMEX es una instituci--n EEO/AA (igualdad de oportunidad/acci--n
afirmativa) y no discrimina en base al sexo, edad, raza, color,
religi--n, discapacidad f--sica o mental, credo, origen nacional,
estatus veterano, orientaci--n sexual, informaci--n gen--tica,
identidad de g--nero, o expresi--n de g--nero en los programas o
actividades los cuales opera.
Keywords: CEMEX, Conroe , Customer Experience Data Analyst, Professions , Houston, Texas
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