As an Operations Analyst, the selected candidate will work as a member of our Professional Services (PS) Team within CAI's Service Desk in Newark, DE.
Through the use of industry knowledge and data analytics, CAI Professional Services offers unmatched value to customers by seeking to increase operational efficiencies and enhance service quality. In this role, the candidate will use prior education and experience to assist fellow team members in capturing and analyzing key performance data, followed by meaningful recommendations to help our customers meet their operational objectives. These typically include, but are not limited to the following:
Calculate and track actual client cost per transaction
Analyze processes and factors contributing to those costs
Build models to offer alternatives to reduce costs
Enhance internal processes to increase team effectiveness
Develop and review client metrics to compare against industry standards
Learn client’s environment and related IT support business objectives, and offer suggestions to increase client quality of service
Execute project-based support and consulting activities
Develop and implement meaningful Customer Satisfaction measurement systems
Analyze the results of these programs and compare against objectives
Offer suggestions to improve Customer Satisfaction
Experience/Education - Preferred:
Skills - Required:
Technical Skills – Preferred:
Computer Aid, Inc. (CAI) is an innovative solutions company managing engagements with numerous Fortune 1000 companies and government agencies. CAI is headquartered in Allentown, Pennsylvania with a staff of over 4,200 professionals working at locations around the world in a variety of industries. Our services leverage technology to provide outstanding customer experiences that generate new value for our clients, our employees, and our greater communities.
CAI is building a culture of continued learning, support, and personal development in a collegial environment. We also strive to make a positive impact on our surrounding communities through various outreach programs. We make a positive difference for our associates and the communities in which we serve.
Our mission: Provide industry-leading services and an incredible workplace for our associates, while making an impact on our communities.
CAI is an Equal Opportunity/Affirmative Action employer. Minorities, women, veterans and individuals with disabilities will receive consideration and are encouraged to apply.