Customer service analysts are often responsible for analyzing the operations of a customer service department. They do not have supervisory or budgeting responsibilities.
Project Management
The analyst performs the "hands-on" work of completing projects that increase operational efficiencies in customer service. He works with the subject matter experts (SMEs), information technology (IT), finance and other departments within the company.
Reporting
An analyst generates reports that highlight a department's performance against its goals.
Analysis
The analyst reports that highlight performance must be translated into everyday language. He must be able to explain what happened and provide recommendations for improvements.
Process Improvement
The customer service analyst is a process-improvement champion in the department. He suggests projects that can be completed and has expert knowledge on process improvement methodologies.
Documentation
The customer service analyst maintains the operational policies and procedures of the customer service department. He also creates and updates process flowcharts for reference and training purposes.
