Customer Service Business Analyst

We are seeking a highly motivated and analytical Business Analyst to support our FBIN B2B (Business-to-Business) customer service team. The ideal candidate will possess strong problem-solving skills and a keen ability to analyze data, identify trends, and translate business requirements into actionable solutions. This role plays a critical part in optimizing customer service processes, improving operational efficiency, and ensuring exceptional service delivery to our B2B customers.Key Responsibilities:Data Analysis & Reporting:Collect, analyze, and interpret customer service data to identify trends, issues, and opportunities for process improvement.Develop, Document, and Deliver regular reports to key stakeholders, providing insights into service metrics, performance, and areas for improvement.Create dashboards and other data visualization tools to communicate key insights on a monthly basis -clearly and effectively. This includes order, call, and communications management along with team scorecardsSupport cost per contact analysis and data visualizationProcess Optimization:Support projects that provide opportunities for operational enhancements.Recommend and implement process improvements to increase the efficiency and effectiveness of the B2B customer service team.Support the design and optimization of customer service strategies, ensuring they align with business goals and enhance the customer experience.Customer Experience Improvement:Use data-driven insights to identify opportunities to enhance the customer journey, minimize service disruptions, and increase satisfaction levels.Provide recommendations to improve the overall customer experience, leveraging both quantitative and qualitative data.AD HOC SupportWork with the B2B customer service team to understand business needs, gather requirements for system improvements, and support the implementation of new tools or technologies.Document business requirements and work with IT and other departments to ensure that they are met.Support Quality Monitoring and ScorecardsCollaborate with cross-functional teams, including sales, operations, and IT, to ensure seamless integration of customer service processes with other departments.