Analyst II

Job Description:

• Prepare reports, analysis, or graphs on quality trends affecting customers through different business channels.

• Evaluate and update exempt staff on team service levels.

• Adopt and develop processes to new technologies and create training for other team members.

• Develop data analysis methods that accurately tell the story of customer experience.

• Lead business level meetings to update on various customer projects.

• Lead and participate in projects with multiple departments, including -

• Coordination with Supply, business operations, and all NSO on customer and internal projects

• Prioritize tasks to meet project deadlines

• Establish, review, and maintain timelines

• Responsible for accountability of assigned group tasks

• Provide timely updates of project progression

• Communicate status to stakeholders and internal customers

• Assist in sprint management for IT involved system changes, specifically Salesforce Service Cloud

• Performs other duties as assigned.

Qualifications

• Preferred a Bachelor’s degree in Business Administration, Information Management or related field.

• Strong PC skills including Word, Excel, Outlook, and Access needed.

• Experience in project management is preferred and/or experience in providing business support to improve customer experience.

• Experience with implementing process controls and documentation.

• Above Average Attendance.

• Ability to seek out emerging technology solutions to solve or improve customer experience.

• Strong independent decision-making skills.

• Positive attitude and team oriented.

• Ability to mine into customer experience details to root cause and problem solve issues.

• Excellent organizational, time-management, prioritization, multi-tasking, and documentation skills.

• Excellent verbal and written communication skills with attention to detail.

• Deadline oriented and ability to work under stressful situations.

• Must be flexible and able to adapt to changing job responsibilities.

Time Type:

Full time

Job Type:

Regular

Job Family Group:

Cust Svc & Call Center

Location Region/State:

Missouri

EEO Statement:

Scholastic is an Equal Opportunity Employer. Our policy is clear: there shall be no discrimination on the basis of race, religion, color, sex, pregnancy, national origin, marital status, sexual orientation, gender identity or expression, age, non-disqualifying physical or mental disability, or status as a disabled veteran or Vietnam veteran. Those factors shall not influence the determination of qualifications for a job or other opportunity within the company. Further, all personnel actions (such as compensation, tuition aid, benefits, transfers, promotions, and dismissals, company-sponsored training, social and recreational programs) shall be administered without discrimination.

EEO is the Law Poster (

EEO Scholastic Policy Statement

Pay Transparency Provision (

Scholastic Corporation (NASDAQ: SCHL) is the world's largest publisher and distributor of children's books, a leading provider of core literacy curriculum and professional services, and a producer of educational and entertaining children's media. The Company creates quality books and ebooks, print and technology-based learning programs for pre-K to grade 12, classroom magazines and other products and services that support children's learning both in school and at home. With operations in 14 international offices and exports to 165 countries, Scholastic makes quality, affordable books available to all children around the world through school-based book clubs and book fairs, classroom collections, school and public libraries, retail and online. True to its mission of 97 years to encourage the personal and intellectual growth of all children beginning with literacy, the Company has earned a reputation as a trusted partner to educators and families. Learn more at:

We're always looking for talented people to join Scholastic in instilling a love of reading and lifelong learning in children. At Scholastic, our benefit plans have been designed to be in line with market conditions and employee needs. Our plans provide flexibility and allow individuals a broad range of choices that can be tailored to meet each employee's needs. Scholastic is an Equal Opportunity Employer.