[Remote] ZRL Customer Service Business Analyst and Training Lead at Zoetis

United States

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Not SpecifiedCompensation

N/AExperience Level

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Not SpecifiedVisa

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Requirements

Bachelor’s degree
Minimum of 4 years of experience within a Reference Laboratory, Diagnostics, or equivalent business structure
2 years of experience in training, coaching, or developing people
Experience in a Customer Service role
Experience in workforce management or business analysis
Experience analyzing operational metrics and building performance dashboards
Strong knowledge of Customer Service systems such as Salesforce, SAP, Five9, LIS and Microsoft Office (advanced Excel)
Proficient computer & internet skills (Microsoft Office suite and web-based applications)

Responsibilities

Design, develop, and deliver comprehensive training programs for onboarding, cross-training, ongoing skill development, and readiness for new products or system enhancements
Facilitate knowledge-sharing sessions, best-practice roundtables, and peer learning opportunities to promote continuous improvement
Utilize QA results, performance data, and agent feedback to identify skill gaps and improvement areas, developing targeted micro-trainings and job aids in response
Create, maintain, and enhance SOPs, job aids, knowledge articles, and reference guides to ensure accuracy, version control, and alignment with current business processes
Lead process documentation and mapping to ensure end-to-end visibility of Customer Service workflows
Coordinate requirements gathering, documentation, UAT, and training for new SKU creations, system enhancements, upgrades, and defect resolutions
Develop standardized performance scorecards for individuals and teams to drive accountability and transparency
Analyze operational metrics (e.g., service levels, average handle time, case backlog) and conduct periodic data integrity audits to identify trends, improvement opportunities, and ensure reporting accuracy
Create dashboards and reports that translate data into actionable insights for business decisions and training priorities
Manage training schedules, track participation, and measure learning outcomes to evaluate effectiveness
Oversee workforce scheduling to balance staffing levels, breaks, and channel coverage, ensuring SLA adherence
Partner with Customer Service leadership to forecast staffing needs, approve time-off requests, and optimize daily coverage based on call and case volumes
Collaborate with Customer Service Managers, Subject Matter Experts, and cross-functional teams to design, test, and implement workflow and process enhancements
Identify and support ongoing enhancements to digital self-service tools by analyzing inquiry trends and recommending automation or knowledge base optimization
Promote a culture of positive continuous improvement, teamwork, and accountability within the Customer Service organization
Identify potential enhancements to improve or augment services provided by current systems
Perform other duties as assigned