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Senior Customer Service Operations Analyst in Memphis, TN 38138 at TruGreen

Date Posted: 4/9/2019

Job Snapshot

Job Description

TruGreen is committed to providing personalized attention for our associates. We focus on developing our people by building proud, dynamic teams while helping associates reach their personal and professional goals. We continuously strive to make TruGreen an employer of choice and "a great place to work!"

Position Overview

Responsible for individual delivery of customer service and administrative operations analytics and forecasting to corporate and field based management team responsible for 1200+ customer service and admin workforce. Also manages the administration of the Listen360 website, providing support to the branches, regions and divisions as well as corporate management team. Interfaces with Workforce Management team to identify call volume drivers and monitor call statistics. Interacts with business leaders and stakeholders to lead various projects. Applies statistical techniques when developing models to identify gaps and areas in need of improvement for customer service and administrative teams


  • Ensures Customer Service leadership has data and insights needed to make business decisions that improve customer satisfaction and retention
  • Develops and aligns KPI tracking to customer service operations and strategic initiatives
  • Assists in budget creation process and forecasting
  • Drives analytical insights from large data sets to improve customer service/admin outcomes and productivity
  • Builds and maintains complex queries to extract and analyze extensive data sets from company operating systems. Develops and maintains formulas, templates and macros to combine, scrub and process data efficiently and consistently.
  • Builds dashboards in Tableau and Excel to support customer service and A/R campaigns.
  • Summarizes, analyzes and interprets data; explains trends and variances to support management decision making
  • Prepares, reviews and monitors budgeted spend and customer service/administrative performance across the enterprise; develops and provides annual budget planning recommendations to the team.
  • Supports customer service, retention, strategic planning and analysis, as well as other supporting functions to support company initiatives related to improving retention.
  • Assists in developing customer service tests, captures all data related to test, and measures results vs control so that leadership is informed of results
  • Develops models and applies statistical techniques to forecast customer service/admin team needs
  • Builds relationships with business leaders/stakeholders and ensures priorities and alignment for short/long term efforts that focus on revenue, spend, demand and value levers to achieve financial and operational objectives
  • Defines data requirements and ensures data is available by working with other departments


  • Customer Focus/Sales Growth
  • Results Orientation/Sense of Urgency
  • Change Mastery
  • Attracting and Developing Talent
  • Integrity/Values
  • Business/Financial Acumen

Education and Experience Requirements

  • Bachelor’s degree in business, finance, supply chain, or engineering; Master’s preferred
  • 5-7 years of experience in an analytical, financial, and/or strategy role or an equivalent combination of education and experience preferred

Knowledge, Skills, and Abilities

  • Expertise in data analytics and insight creation
  • Proficient with SSMS and Tableau
  • Expertise with MS Office, including Excel and PowerPoint
  • Working knowledge of financial and accounting practices
  • Ability to exercise independent judgment
  • Ability to lead and manage teams cross-functionally
  • Project and change management skills
  • Strategic problem solving skills
  • Strong communication skills

Physical Demands & Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Regularly required to:

  • Sit, stand and walk
  • Use hands and arms to handle, feel or reach
  • Speak and hear
  • Use close vision abilities

Occasionally required to:

  • Lift or move up to 25 lbs
  • Stoop, kneel, crouch or crawl

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

  • Noise level
  • Low to moderate
  • Adverse Conditions
  • Minimal

TruGreen is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position.

We are an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.

To learn more copy and paste this URL into your browser:

TruGreen performs pre-employment testing.

The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

By providing my cell phone number, I agree that TruGreen may call or text/SMS message me on that number using an automated telephone dialing system or prerecorded or artificial voice to discuss possible employment opportunities, my account, including current and possible future services, customer service and billing.  I understand that providing my cell phone number is not required to inquire about or apply for employment or purchase services, and that I may revoke this permission at any time. 



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