Mars Petcare Career Pathways

Job Information

Antech Diagnostics Call Center Data Analyst 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 Call Center Data Analyst 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 to extract and interpret critical data from Antech’s CRM and Call Center technology tools. This provides a clear focus on trends affecting the business, specific equipment, specific teams, or specific Customer Support team members. The candidate will be responsible for evaluating large volumes of data as well as partnering with various IT teams to ensure that Customer Support team members have a voice in the creation of superior workflows in the CRM environment.

Essential Duties and Responsibilities

  • Monitor call center performance by analyzing performance statistics and data; identify trends, gaps, and areas for improvement

  • Evaluate and make recommendations regarding production, productivity, quality, and customer-service standards.

  • Complete audits and determine system improvements; assist with implementing the appropriate changes.

  • Interact with Antech’s CRM to determine and retrieve all necessary data for analysis

  • Prepare and maintain in-depth call center analysis/reporting and present recommendations to management.

  • Clearly and effectively convey issues, reports, and other deliverables to management.

  • 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 technology.

  • Create, run, and maintain the recommended weekly and monthly reports.

  • Partner with vendors to ensure that appropriate data is being shared to contribute to the constant improvement of troubleshooting SOPs and the evolution of equipment

  • 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

  • Document and maintainrelevant topics within the Customer Support knowledge management platform

  • Performs other duties as assigned.

Education and Experience

  • BA/BS in Mathematics or Computer Science or at least equivalent combination of education and experience, preferred. Masters a plus.

  • Three years of experience within Call Center environments as it relates to reporting and analysis is required.

  • Two years of experience with Call Center systems is highly desirable.

  • Experience in the Veterinary industry is preferred

  • Prior leadership experience preferred

Knowledge, Skills and Abilities

  • Synthesizes complex or diverse information; Collects and researches data. Comfortable presenting data to team members within Support Enablement as well as with Leadership of various teams in Customer Support.

  • Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully.

  • Focuses on solving conflict, not blaming; Maintains confidentiality.

  • Listens and gets clarification; Responds well to questions.

  • Writes clearly and informatively; edits work for spelling and grammar; Varies writing style to meet needs; Able to read and interpret written information.

  • Balances team and individual responsibilities; Contributes to building a positive team spirit.

  • Accepts responsibility for own actions; Follows through on commitments.

  • Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality.

  • Follows instructions, responds to management direction; Commits to additional work hours when necessary to reach goals.

  • Takes independent actions and calculated risks; Asks for and offers help when needed.

  • Strong ability to evaluate complex problems and analyze customer channels, call center data, drawing conclusions and recommending creative alternatives and solutions.

  • Demonstrated strength in developing, documenting, maintaining, and explaining procedures/processes and/or solving problems.

  • Solid business process experience

  • Excellent interpersonal skills, with the ability to interface between external and internal clients.

  • Strong written and oral communication skills and organizational abilities

  • Solid technologyexpertise – Microsoft Suite, PowerBI, Salesforce CRM

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 $45,700 - $64,000 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/)

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