Category: Information Technology

Employment Type: Contract

Reference: BH-372863

Yoh has an exciting opportunity for a Service Operations Analyst 2 (Hybrid schedule) in San Diego, CA! Our client is a well-funded, highly-buzz-about Biotech company.

See below for complete job responsibilities and requirements. If after reviewing, you are interested in learning more about this, or other opportunities, please apply with your updated resume ASAP.

Title: Service Operations Analyst 2
Pay: $35.00/hour - $39.75/hour, depending on experience
Location: San Diego, CA
Type: Contract (contract with potential to hire fulltime)

Key Responsibilities:
* Execute strategies to enhance contact center capabilities across Customer Care, Technical Support, and Inside Sales departments.
* Administer contact center tools like Five9 and serve as the primary liaison with vendors.
* Lead efforts to optimize Omnichannel experiences spanning Customer Care, Technical Support, and Inside Sales, encompassing CTI, chatbot, and case management systems.
* Identify opportunities for streamlining processes and leveraging technology within these functions.
* Ensure consistent messaging to customers by collaborating with internal teams to access resources and best practices, particularly during end-of-life and product transition phases.
* Develop and monitor key performance indicators (KPIs) centered around customer satisfaction and engagement.
* Gather and synthesize customer insights from surveys and feedback across various functions.
* Provide support for global and enterprise-level projects related to Omnichannel initiatives as required.
* Undertake additional duties and ad-hoc analyses as necessary.

Experience & Qualifications:
* Proven track record in roles such as Commercial Operations, FP&A, or similar commercial support positions preferred.
* 2-4 years of relevant work experience; industry-specific experience beneficial but not mandatory.
* Self-driven individual with a penchant for innovation, possessing a curious and growth-oriented mindset.
* Background in supporting diverse business partners, emphasizing analytics and operational excellence.
* Familiarity with Five9 or other CTI software essential.
* Experience with Tableau, Cognos, Qualtrics, PowerBI, or Salesforce.com considered advantageous.
* Strong communication skills, capable of conveying complex ideas effectively through both written and verbal channels.
* Proficient in independently identifying, prioritizing, and executing tasks and projects.
* Demonstrated ability to multitask, collaborate within team environments, and work autonomously when necessary.
* Proficient in analytical, organizational, problem-solving, critical thinking, and project management skills.
* Possesses a positive, adaptable demeanor with excellent interpersonal skills.
* Meticulous attention to detail, committed to delivering high-quality work within established deadlines amid competing demands.
* Proficient in Microsoft Excel, PowerPoint, Office, and Outlook, with a natural aptitude for quickly learning new software applications.


Note: Any pay ranges displayed are estimations. Actual pay is determined by an applicant's experience, technical expertise, and other qualifications as listed in the job description. All qualified applicants are welcome to apply.

Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Visit https://www.yoh.com/applicants-with-disabilities to contact us if you are an individual with a disability and require accommodation in the application process

Note: Any pay ranges displayed are estimations. Actual pay is determined by an applicant's experience, technical expertise, and other qualifications as listed in the job description. All qualified applicants are welcome to apply.

Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Visit to contact us if you are an individual with a disability and require accommodation in the application process.