Customer Care Operations Analyst

We are looking for Customer Care Operations Analyst to join our Customer Care Operations team. The person in this role will play a pivotal role in optimizing and streamlining our operational processes, driving efficiency, and enhancing overall performance. The global team consists of around 20 people. In this role, you will be reporting to the Senior Director of Customer Care Operations. We would love to speak with you if you have relevant customer care background & interest in learning more about business operations within customer care.About You - experience, education, skills, and accomplishments2+ years of customer service and/or business operations experience.Proficient level of English language (B2/C1).It would be great if you also had…  Strong communication, both oral and written.Proficient project management skills.Ability to lead and influence within a team; ability to effectively address and resolve ambiguity; ability to prioritize, multi-task and work independently on complex assignments.Proficiency when it comes to office desktop productivity tools (spreadsheets, presentations).What will you be doing in this role?Drives cross functional idea and process planning within the organization as gaps are identified.Aligns processes and communication following the ITIL standards to create a seamless experience for our customers and colleagues who support our customers; uses creative problem solving and strategic thinking to understand the impacts of a change and how best to serve our customers; creates clean and simple process improvement plans and ensures the documentation is clear and readily available for consumption by using Clarivate's documentation standards.Manages segment aligned relationship when it comes to process; engages with the Senior Operations Managers on large scope projects after identifying ideas/updates that need to be made and ensuring that action is taken and a clear plan exists with next steps.Runs Customer Care specific programming, tasks, and plans, as needed.Solicits varying types of customer and stakeholder feedback to understand the drivers of satisfaction/dissatisfaction, and works with relevant groups within the Customer Care team on putting the mitigation plans & improvement initiatives in place.About the TeamThe Customer Care Operations team has grown to be around 20 colleagues across the globe. We have people in the US, India, Belgrade, Penang, and Barcelona with many years of expertise and unique skills. We service all the Clarivate segments (A&G, LS&H & IP) from a Support, User Experience & Data Science & Search perspective. This means we are involved in many diverse projects, and we get to collaborate with different groups each day. We play a critical role in helping our partners to be positioned to work as efficiently as possible.Hours of Work  Standard Serbian working hours (Monday to Friday), full-time employment, #LI-Hybrid (2-3 days per week from office)We Offer:Private health insurancePaid lunchYearly bonusYearly merit planMy Learning platformFamily benefits: Bushido kids sports school, tutorship lessonsFitPassMental health care - Psychotherapy sessionsCompany bicycles for rent free of charge25 days of annual leaveOnly shortlisted candidates will be contacted.At Clarivate, we are committed to providing equal employment opportunities for all persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.