Customer Experience Data Analyst

Company Overview

Founded in 1906, over the last 110+ years' CEMEX has grown into a global building materials company that provides high quality products and reliable service to customers and communities throughout the Americas, Europe, Africa, the Middle East, and Asia.  Here at CEMEX we offer our employees competitive wages, career growth, excellent benefits including health, dental & vision plans, vacation or paid time off,  employee assistance program and retirement plan options, along with over a century of stability to build your next career on! To learn more about our company culture and why you should join us, visit us at www.cemexusa.com/careers. For direct access to CEMEX Career Opportunities, visit us at https://jobs.cemex.com/.

Job Summary

This Customer Experience Analyst role will be responsible for supporting the design and implementing strategies within the service centers, to optimize workflows, reduce operational costs, and enhance overall efficiency. In addition this role will support the Workforce management implementations and technology evolution of Genesys.

Job Responsibilities

• Establish Key Performance Indicators and Service Levels together with CEx Operations Support (Regional) and  Customer Service support Evolution and set plans to achieve targets
• Generate periodically KPI dashboards and report results to CEx Operations Support (Regional)  and Customer Service support Evolution
• Utilize data analytics tools to analyze performance metrics and identify trends (inputs: employee and customer feedback, audits. Customer complains, etc.) and propose improvement actions
• Utilize workforce analytics tools to analyze data, identify trends, and make data-driven decisions. 
• Provide regular reports and insights to senior management and all involved roles regarding workforce trends, efficiency, and areas for improvement.
• Ensure regular performance reviews execution, as well as  identification areas for improvement
• Implement strategies to enhance team performance.
• Foster a culture of continuous improvement by promoting awareness and engagement at all levels of the organization.
• Evaluate existing processes within US service centers to identify areas for improvement and validate with Customer Service support Evolution.
• Work with stakeholders to develop actionable insights and data-driven recommendations for process improvements.
• Stay informed, promote and implement about industry best practices focused on customer service and emerging trends in process optimization. 
• Conduct benchmarking exercises to compare our processes with industry standards and identify areas for improvement.
• Ensure compliance with regulatory requirements to protect customer sensitive data and information 
• Address the different requirements and visits of the company's internal and external control entities (Internal Audit, process evaluation, fiscal audit, etc.) that involve SC processes. 
• Coordinate, carry out audits and follow-up to guarantee that the Service Center processes are carried out based on the defined policies and rules.
• Lead change management initiatives to ensure successful implementation of process improvements.
• Collaborate with key stakeholders to address resistance, communicate changes effectively, and drive successful adoption.
• Content training definition with workforce management 

Qualifications

• Certification in Lean Six Sigma or other relevant process improvement methodologies.
• Experience in the implementation of technology solutions to enhance operational efficiency.
• Previous experience in the customer service industry or related fields.
• Familiarity with industry-specific regulations and compliance standards.
• Demonstrated success in reducing attrition and absenteeism through strategic workforce planning.
• Experience working in a multicultural and diverse work environment.
   

Knowledge, Skills, and Abilities

• Good Attitude and willingness to learn
• Excellent verbal and written communication skills. 
• Empathy and Patience
• Ability to identify customer problems, think critically, and provide appropriate solutions
• Active Listening
• Time Management to handle multiple tasks simultaneously
• Handling conflicts and managing challenging situations with diplomacy and tact
• Maintaining a positive and friendly demeanor, even during challenging situations
• Ability to adapt to changing circumstances
• Customer Focus, Putting the customer's needs first and being genuinely dedicated to helping them.
• Networking, Teamwork, Coordinating with dispatchers, drivers, and other team members
• Coordination with Global / Regional teams for internal capabilities improvements
• Open for Innovation
• Proven experience in workforce management, preferably in a multi-location service center environment.
• Strong analytical and problem-solving skills with proficiency in workforce management tools.
• Excellent communication and interpersonal skills.
• Demonstrated ability to develop and implement workforce strategies aligned with business goals.

Working Conditions

• Occasional travel estimate (%)    10-20% 

Physical Requirements

• Requires stationary position, traverse, move, transport, and the ability to significant degree to operate, activate, use, prepare, inspect, place, detect, or position
• Exerting up to 20 pounds of force occasionally, and/or a negligible amount of force frequently
• While performing the duties of this job, the employee is regularly required to communicate with employees and other individuals as well as function safely within an office environment and, on occasion, may visit industrial plant locations 

Legal Notices

CEMEX is an EEO/AA (equal opportunity/affirmative action) institution and does not discriminate on the basis of race, color, religion, religious creed, sex, sexual orientation, gender identity or expression, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, marital or familial status, military or veteran status, or any other characteristic protected by under federal, state or local law in the programs or activities which it operates.

CEMEX will consider for employment qualified applicants with criminal histories in a manner consistent with all local, state and federal laws.

CEMEX is an E-Verify participating employer.

Arizona Smoke-Free Act.  CEMEX complies with the State of Arizona’s Smoke-Free Act (Arizona Revised Statutes § 36-601.01). Smoking and/or the use of tobacco or related products is prohibited in and on CEMEX property as well as any building and/or vehicle owned or leased by CEMEX.

CEMEX offers both competitive pay and benefits. Benefits applicable to this position may include, but are not limited to, medical, dental, vision, 401(k), Paid Time Off, and Holiday Pay, as well as a comprehensive wellness program to help keep employees and their families healthy and well. You can learn more about CEMEX Benefits by visiting the CEMEX USA Benefits and Well-Being page. (https://www.cemexusa.com/careers/life-at-cemex/benefits-well-being).

EEO Statement - En Español

CEMEX es una institución EEO/AA (igualdad de oportunidad/acción afirmativa) y no discrimina en base al sexo, edad, raza, color, religión, discapacidad física o mental, credo, origen nacional, estatus veterano, orientación sexual, información genética, identidad de género, o expresión de género en los programas o actividades los cuales opera.