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Covetrus · 3 months ago

Business Analyst (Contact Center)

United States

Full-time

Remote

Mid, Senior Level

$67K/yr - $96K/yr

5+ years exp

Covetrus is a global animal-health technology and services company dedicated to empowering veterinary practice partners. They are seeking a proactive and service-oriented Business Analyst (Contact Center) to establish and manage a centralized support capability within their Finance/Accounting Shared Services organization, focusing on designing and delivering scalable process flows for customer, vendor, and employee inquiries.

Health CareSoftwareSupply Chain ManagementVeterinary

Responsibilities

Design and implement an Accounting Contact Center Shared Services Help Desk framework to support internal & external inquiries

Develop and maintain service level agreements (SLAs) with business and corporate stakeholders

Ensure timely and accurate resolution of tickets through standardized workflows and escalation protocols

Partner with Payroll, I2P, and O2C teams to resolve more complete inquiries and improve support processes

Deploy and optimize ticketing platforms, chatbots, and AI agents in collaboration with Finance, IT and other functional areas

Develop and maintain self-service tools including portals, inter/intranet sites, and FAQ & forms repositories

Design and implement telephony systems, prompt menus, and routing logic to manage incoming inquiries efficiently across time zones and varying call volumes

Develop and track KPIs related to ticket resolution time, customer satisfaction, and service quality

Benchmark against Shared Services and Global Business Services (GBS) industry best practices to identify gaps and opportunities

Propose innovative strategies and approaches to elevate service delivery and user experience

Source, manage, and execute a portfolio of initiatives focused on improving help desk efficiency and responsiveness

Conduct root cause analysis on recurring issues and recommend process or system changes

Collaborate with functional teams to ensure help desk content and workflows remain accurate and relevant

Qualification

Service deliveryHelp desk operationsTicketing systemsAnalytical skillsProject ManagementStakeholder managementSix Sigma certificationCommunication skillsProblem-solving skills