SAP Ariba Ops Analyst

Location: TEMPE, AZ 3 days a week in office Tue-Thurs in office (Mon and Fri WFH) During training process in first month, will be in office 5 days a week 6 months + possibility to extend and/or convert Bilingual Spanish is a plus Call Routing During the pilot we’ll prioritize routing retail leads, a higher incidence of which don’t ultimately get confirmed, to triage agents when available, as well as DIB upon launch. Triage agents will attempt to contact the customer to confirm business need. Triage agents will route confirmed leads to dedicated sales consultants. We will prioritize language needs via Spanish Speaking CS agents as needed. Triage agents will be expected to maintain impeccable pipeline management including: Tracking contact attempts Scheduling calls with pilot sales agents Succinct and detail notetaking in referrals Pilot sales consultants will be expected to manage: Callbacks after speaking with clients. Following up with customers on documentation/signings. Working with contract validation and underwriting. Welcome Call to ensure activation. Referral Assignment Triage agents will receive referrals from lead assigners in normal volume. This allows triage agents to also handle inbound calls during pilot. Referral volume for triage agents can be adjusted as we determine the best workload balance. Pilot sales consultants will not receive referrals from lead assigners. This allows sales consultants to be available for handoffs from triage. Phone Skilling/Prioritization Triage agents will remain BAU in the phone queues. If we later decide to increase their priority this can be adjusted as needed. Pilot sales consultants will be removed from phone queues to avoid inbound calls. This will ensure they are available for handoffs from triage. Feedback Sessions Regular weekly calls with pilot agents to gather feedback on the successes of the pilot, what could be improved, and any customer feedback that might be gathered from calls. Examine the number of referrals triage agents can successfully work in an hour/day to gauge what this might look like if applied across CS. Gather feedback from pilot agents to determine what is and what is not working. Record any comments or feedback from clients regarding additional handoff (as applicable). Adjust pilot as needed to ensure accurate outlook of pilot’s success. Review overall pilot conversion rate compared to overall conversion rate of CS across the same period of time (as well as confirmed conversion vs overall CS). Evaluate feedback gathered by pilot agents and consider adjusting pilot for additional testing as needed. Determine effectiveness of triage model compared to one-call-close model. EEO: “Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.” #J-18808-Ljbffr Mindlance