Job Information
Antech Diagnostics Quality Operations Specialist in Loveland, Colorado
We understand that the world we want tomorrow starts with how we do business today, and that’s why we’re inspired to make A Better World for Pets. Antech is comprised of a diverse team of individuals who are committed to each other’s growth and development. Our culture is centered on our guiding philosophy, The Five Principles: Quality, Responsibility, Mutuality, Efficiency and Freedom. Today Antech is driving the future of pet health as part of Mars Science & Diagnostics, a family-owned company focused on veterinary care.
Current Associates will need to apply through the internal career site. Please log into Workday and click on Menu or View All Apps, select the Jobs Hub app, then click the magnifying glass to Browse Jobs.
We understand that the world we want tomorrow starts with how we do business today, and that’s why we’re inspired to make A Better World for Pets. Antech is comprised of a diverse team of individuals who are committed to each other’s growth and development. Our culture is centered on our guiding philosophy, The Five Principles: Quality, Responsibility, Mutuality, Efficiency and Freedom. Today Antech is driving the future of pet health as part of Mars Science & Diagnostics, a family-owned company focused on veterinary care.
If you are a current associate, you need to apply through our internal career site. Please log into Workday and click on the Career worklet on the landing page or search for Find Jobs.
Must be located in or near Loveland, CO
Job Purpose/Overview
The Customer Support Quality Operations Specialist delivers on the Antech Customer Service Vision of unwavering commitment to empathetic and caring veterinary diagnostic support via the Support Enablement Team. The focus of this role is providing support to the Call Center Managers and Supervisors by generating forecasts and schedules while performing analytics on results of these data and by evaluating agent calls, providing a clear pathway for agents to grow in their consistency, knowledge, and accuracy. This is a job that requires a strong aptitude in mathematics and the ability to break down complex analytics into understandable and relatable terms to a wide variety of people. Through data preparation, tracking, and analysis, this position provides guidance and direction on workforce strategies to enhance performance and productivity of the various teams and call-center associates in Customer Support.
Essential Duties and Responsibilities
Maintain accurate forecasts, attendance overviews, and monitor schedule adherence
Manage the implementation of new programs from a forecast, capacity planning, and scheduling perspective
Work with the leadership team for potential schedule changes and prepare capacity planning
Prepare reports and predict impact of schedule changes on KPIs
Analyze trends and gather input to accurate forecasting
Recognize and recommend operational improvements including modifications to business hours and team structure
Have a working understanding of all job functions of the various call center teams
Responsible for interfacing with IT as needed to maintain the call center call monitoring technology
Works closely with call center managers and quality analysts to make changes to improve the customer experience
Create and maintain databases and spreadsheets for reporting quality opportunities
Review existing call monitoring processes and migrate forms to the call recording platform
Analyzes incoming calls to identify low-quality and high-quality calls using the analytical engine of the call reporting platform using key word and phrase algorithms
Identify training and procedural opportunities based on calls by documenting areas of opportunity and trends from all problem calls
Works closely with call center managers to make changes to improve the customer experience
Use analytical skills to collaborate with Directors, data analysts, and team leaders to recommend reporting and automated improvements
Manage intermediate databases for queries and analysis using data from the workforce and phone system
Create, run, and maintain the recommended weekly and monthly reports
Collaborate with Team Leadership of each Queue Team to develop and create an employee scorecard that is updated regularly, to include weekly, monthly and annual results
Ability to partner with other team members of the Call Center Quality Assurance team, the Training & Onboarding team and the Content Management team to ensure that each Customer Support team is maximizing agent quality.
Oversee monthly call management process working with site managers, ensuring agents have at least 10 calls monitored per month
Create and manage a “monthly call review synopsis” to the team leads, managers, and directors of queue teams
Provide advanced administrative and analytical support for the customer service teams
Contribute content for annual employee reviews as needed
Performs other duties as assigned
Education and Experience
Bachelor’s Degree preferred, although equivalent experience within field will be considered.
Minimum of 3 years call center experience as a trainer, manager/supervisory, project manager, analyst or knowledge writer is required
Experience in the Veterinary Industry is preferred
Prior leadership experience preferred
Knowledge, Skills and Abilities
Ability to communicate a message to associates, peers and leadership that inspires action in support of customer needs. Verbal, written and virtual communication modes will be frequently used.
Ability to effectively shift attention between various tasks, team needs, and business demands.
Displays strong organizational, analytical, problem solving, and communication skills; strong active listening skills; high attention to detail, and ability to convey and teach technical information concisely.
Ability to define problems, collect data, establish facts, and draw valid conclusions and make recommendations based on history/presentation provided via phone and email.
Consistently displays a calm demeanor, empathy, and professionalism, while maintaining a strong customer focus.
Ability to analyze and pull together patterns to identify areas for improvement
Strong interpersonal, organizational, negotiation and problem-solving skills
Excellent verbal and written communication skills
Advanced Microsoft Excel skills required and experience with Salesforce CRM is preferred
Demonstrates ease in use of as well as ability to quickly implement various computer and technological applications and learns new applications easily, including call center AI tools and call center technology platforms
Travel
Travel requirements could be up to 5% of the time with peaks and valleys throughout the year.
Working Conditions
The associate is regularly required to apply manual dexterity, including hand/wrist flexibility, for computer keyboarding. The associate frequently is required to sit for extended periods of time, stand, walk, and reach with hands and arms. The associate is frequently required to hear and speak in order to use the telephone, make presentations and communicate with people in an office or virtual environment. The associate is occasionally required to sit and stoop, bend, kneel, or crouch. The associate must occasionally lift and/or move up to 15 pounds.
The associate will primarily work in a typical office environment or a remote home office. The noise level in the work environment is usually moderate. The associate will be required to use a computer, spreadsheets, data base management, email, video conferencing and the Internet. The associate is frequently required to use a calculator; fax, copy machine, and phone system. The associate must occasionally use media equipment such as an overhead projector, PowerPoint, and Microsoft Teams. Environment where pets are present
The Target Pay Range for this position is $51,400-$72,600 annually. At Mars, pay decisions are determined using factors such as relevant job-related skills, experience, education, training and budget.
Antech offers an industry competitive benefits package and continues to invest in and evolve benefits programs that meet the health, wellness and financial needs of our associates.
Full-time employees are eligible for the following benefits and more:
Medical, Dental, Vision (multiple plans available)
Basic Life (company paid) & Supplemental Life
Short and Long Term Disability (company paid)
Flexible Spending Accounts/Health Savings Accounts
Paid Parental Leave
401(k) with company match
Paid Time Off & Holidays
Tuition/Continuing Education Reimbursement
Life Assistance Program
Pet Care Discounts
Several other health and wellness benefits
We are a rapidly growing, stable company with excellent advancement opportunity. We offer a great benefits package and associate pet health benefits too! If you are passionate about animal healthcare, are motivated by making a difference we want to hear from you!
We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement please see our career page at Antech Careers (https://www.antechdiagnostics.com/about/careers/)
We are a rapidly growing, stable company with excellent advancement opportunity. We offer a great benefits package and associate pet health benefits too! If you are passionate about animal healthcare, are motivated by making a difference we want to hear from you!
We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement please see our career page at Antech Careers (https://www.antechdiagnostics.com/about/careers/)