Senior Emergency Roadside Service Analyst

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Stellenbeschreibung:

Responsibilities

Serve as a frontline support resource for customer inquiries, escalations, and service issues.
Monitor and analyze customer service metrics to identify trends and recommend improvements.
Collaborate with cross-functional teams (e.g., billing, dispatch, technical support) to resolve customer concerns.
Maintain accurate records of customer interactions and resolutions in Service Event Management and Reporting systems.
Support onboarding and training of new customer service representatives.
Act as the primary liaison between the company and ERS providers to ensure service level agreements (SLAs) are met.
Coordinate real-time responses to roadside incidents, ensuring timely dispatch and resolution.
Monitor ERS performance metrics and provide regular reporting to leadership.
Develop and maintain ERS protocols and escalation procedures.
Evaluate ERS operational performance using dashboards, KPIs, and service data (e.g., response times, service levels, exception trends).
Conduct deep‑dive analyses to identify root causes of operational challenges and recommend data‑driven solutions.
Monitor provider and vendor performance, identifying opportunities for optimization and consistency.
Develop and maintain performance scorecards, reporting tools, and insights for leadership.
Lead continuous improvement efforts across ERS operations, including workflow enhancements, policy updates, and process standardization.
Partner with Operations, Contact Centers, Safety, and Vendor Management teams to implement best practices.
Manage or contribute to ERS-related projects, pilots, and technology enhancements.
Analyze service failures, escalated incidents, and customer-impacting issues; provide resolution recommendations.
Support risk mitigation strategies and ensure compliance with safety, service, and operational standards.
Serve as an escalation point for complex or high-priority roadside events.
Prepare and present insights and recommendations to senior leaders, using data to influence strategic decision‑making.
Collaborate with reporting team to build and automate advanced reports using tools such as Excel, Power BI, Tableau, or internal BI platforms.
Translate operational data into actionable insights for teams and partners.
Work closely with internal teams including Contact Center Operations, Field Operations, Finance, Quality & Compliance, and Vendor Relations.
Provide coaching, technical guidance, and training to junior analysts and ERS team members.
Represent ERS in cross‑functional meetings and strategic planning sessions.

Requirements

Bachelor’s degree in Business, Operations, Analytics, or a related field (or equivalent experience).
3–5+ years of experience in Emergency Roadside Service, dispatch operations, customer operations, or service delivery analytics.
Experience supporting high-volume operations and service providers is strongly preferred.
Proficiency in Excel (advanced formulas, pivot tables), data visualization tools, and dispatch platforms.
Strong analytical and problem‑solving abilities.
Experience with performance reporting, forecasting, and operational modeling.