ZRL Customer Service Business Analyst and Training Lead

Customer Service Business Analyst and Training Lead

Summary:

The Customer Service Business Analyst & Training Lead plays a key role in strengthening operational excellence and frontline performance within the ZRL Customer Service organization. This role combines business analytics, workforce planning, and learning and development leadership to enhance efficiency, engagement, and customer experience across all service channels. This role requires a strong work ethic and excellent communication skills with different levels of stakeholders within the business with a blend of data-driven decision-making, process improvement, and training expertise to drive consistent performance and operational stability. 

Job Duties:

Training & Development 

• Design, develop, and deliver comprehensive training programs for onboarding, cross-training, ongoing skill development, and readiness for new products or system enhancements. 

• Facilitate knowledge-sharing sessions, best-practice roundtables, and peer learning opportunities to promote continuous improvement. 

• Utilize QA results, performance data, and agent feedback to identify skill gaps and improvement areas, developing targeted micro-trainings and job aids in response. 

Documentation & Knowledge Management 

• Create, maintain, and enhance SOPs, job aids, knowledge articles, and reference guides to ensure accuracy, version control, and alignment with current business processes. 

• Lead process documentation and mapping to ensure end-to-end visibility of Customer Service workflows. 

• Coordinate requirements gathering, documentation, UAT, and training for new SKU creations, system enhancements, upgrades, and defect resolutions. 

Performance Management & Analytics 

• Develop standardized performance scorecards for individuals and teams to drive accountability and transparency. 

• Analyze operational metrics (e.g., service levels, average handle time, case backlog) and conduct periodic data integrity audits to identify trends, improvement opportunities, and ensure reporting accuracy. 

• Create dashboards and reports that translate data into actionable insights for business decisions and training priorities. 

Workforce & Operational Planning

• Manage training schedules, track participation, and measure learning outcomes to evaluate effectiveness. 

• Oversee workforce scheduling to balance staffing levels, breaks, and channel coverage, ensuring SLA adherence. 

• Partner with Customer Service leadership to forecast staffing needs, approve time-off requests, and optimize daily coverage based on call and case volumes. 

Continuous Improvement 

• Collaborate with Customer Service Managers, Subject Matter Experts, and cross-functional teams (Lab Operations, Enablement, Digital/Data, L&D) to design, test, and implement workflow and process enhancements. 

• Identify and support ongoing enhancements to digital self-service tools by analyzing inquiry trends and recommending automation or knowledge base optimization. 

• Promote a culture of positive continuous improvement, teamwork, and accountability within the Customer Service organization. 

• Identify potential enhancements to improve or augment services provided by current systems. 

• Perform other duties as assigned. 

Education/Experience:

• Bachelor’s degree required
• Minimum of 4 years of experience within a Reference Laboratory, Diagnostics, or equivalent business structure and 2 year's experience in training, coaching, or developing people required 
• Requires experience in a Customer Service role
• Experience in workforce management or business analysis preferred
• Experience analyzing operational metrics and building performance dashboards
• Strong knowledge of Customer Service systems such as Salesforce, SAP, Five9, LIS and Microsoft Office (advanced Excel)
• Proven ability to create and deliver engaging training programs for diverse audiences

Technical Skills Required:

• Proficient computer & internet skills (Microsoft Office suite and web-based applications) 
• Advanced Excel and data visualization capabilities
• Data analysis and experience with working with large data sets and analytics tools
• Excellent verbal and written communication skills with attention to detail and accuracy
• Demonstrated ability to manage multiple priorities in a fast-paced environment
• Strong analytical and problem-solving skills with the ability to translate findings into actionable recommendations
• Skilled in instructional design and adult learning methodologies
• Familiarity with workforce management tools and scheduling best practices
• High level of organization, follow-through, and process documentation skills.
• Ability to work collaboratively across teams and levels of the organization.
• Strong interpersonal skills with a focus on coaching and professional development.
• A personable and approachable attitude to helping others and providing support

Physical Position Requirements:

• Ability to sit/stand for long periods of time
• Flexible schedule required between 8:30 AM and 7:00 PM EST to support Customer Service global training needs. 
• Occasional travel required (approximately 5–10%)

The US base salary range for this full-time position is $72,000 - $118,000. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the base pay target range for new hire salaries for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

 

This position is also eligible for short-term incentive compensation

 

In addition to compensation, Zoetis offers a comprehensive benefits package that supports the physical, emotional and financial wellbeing of our colleagues and their families including healthcare and insurance benefits beginning on day one, a 401K plan with a match and profit-sharing contribution from Zoetis, and 4 weeks of vacation.

 

Visit zoetisbenefits.com to learn more.

Full time

Regular

Colleague

Any unsolicited resumes sent to Zoetis from a third party, such as an Agency recruiter, including unsolicited resumes sent to a Zoetis mailing address, fax machine or email address, directly to Zoetis employees, or to Zoetis resume database will be considered Zoetis property. Zoetis will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

Zoetis will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor but does not have the appropriate approvals to be engaged on a search.

Zoetis is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status or any other protected classification. Disabled individuals are given an equal opportunity to use our online application system. We offer reasonable accommodations as an alternative if requested by an individual with a disability. Please contact Zoetis Colleague Services at zoetiscolleagueservices@zoetis.com to request an accommodation. Zoetis also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must possess or obtain authorization to work in the US for Zoetis. Zoetis retains sole and exclusive discretion to pursue sponsorship for the acquisition or maintenance of nonimmigrant status and employment eligibility, considering factors such as availability of qualified US workers. Individuals requiring sponsorship must disclose this fact. Please note that Zoetis seeks information related to job applications from candidates for jobs in the U.S. solely via the following: (1) our company website at www.Zoetis.com/careers site, or (2) via email to/from addresses using only the Zoetis domain of “@zoetis.com”. In addition, Zoetis does not use Google Hangout for any recruitment related activities. Any solicitation or request for information related to job applications with Zoetis via any other means and/or utilizing email addresses with any other domain should be disregarded. In addition, Zoetis will never ask candidates to make any type of personal financial investment related to gaining employment with Zoetis.