Job Description
About This Team:Job Description/Responsibilities:
Support strategic initiatives developed by the leadership team to improve business performance.
Collect, analyze, and interpret data, including call logs, ticketing systems, feedback, and performance metrics.
Assess current processes, workflows, and procedures to identify areas for optimization. Propose and implement process improvements to streamline operations, increase efficiency, and improve customer satisfaction.
Identify opportunities for improvement in existing tools and technologies. Collaborate with IT and software development teams to implement system enhancements or recommend new technologies to support operations.
Collaborate with stakeholders, including managers, agents, and cross-functional teams, to gather business requirements for system enhancements, process changes, and initiatives.
Create reports and visualizations to communicate key c metrics (and insights to stakeholders).
Develop and maintain a detailed project schedule, which includes administrative tasks while ensuring adherence to deadlines.
Organize and facilitate project-related meetings, including the creation of agendas, preparation of materials and relevant documentation.
Analyze the end-to-end customer journey and identify touchpoints where process can be improved. Develop customer journey maps and recommend strategies to enhance the overall customer experience.
Stay updated with industry best practices and emerging trends in customer service/ITSM and bring innovative ideas to enhance the customer experience.
About Us:Citrix and TIBCO recently merged to create Cloud Software Group, now one of the world’s largest cloud solution providers, serving more than 100 million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud-based products to get work done — from anywhere. Members of our team will tell you that we value diverse lived experiences, passion for technology, and the courage to take risks. Everyone is empowered to learn, dream, and build the future of work. We are on the brink of another Cambrian leap -- a moment of immense evolution and growth. And we need your expertise and experience to do it. Now is the perfect time to move your skills to the cloud.Cloud Software Group is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination. All qualified applicants will receive consideration for employment without regard to age, race, color, creed, sex or gender, sexual orientation, gender identity, gender expression, ethnicity, national origin, ancestry, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions (including lactation status), marital status, military service, protected veteran status, political activity or affiliation, taking or requesting statutorily protected leave and other protected classifications.If you need a reasonable accommodation due to a disability during any part of the application process, please contact us at (800) 424-8749 or email us at AskHR@cloud.com for assistance.
