Contact Center, Business Operations Analyst (remote)
Company: Under Armour, Inc.
Location: Jackson
Posted on: January 26, 2023
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Job Description:
Contact Center, Business Operations Analyst (remote)**Date:**
Dec 28, 2022**Location:** Remote, US**Company:** Under ArmourUnder
Armour has one mission: to make you better. We have a commitment to
innovation that lies at the heart of everything we do, not just for
our athletes but also for our teammates. As a global organization,
our teams around the world push boundaries and think beyond what is
expected. Together our teammates are unified by our values and are
grounded in our vision to inspire you with performance solutions
you never knew you needed but can't imagine living
without.**Position Summary**The Contact Center, Business Operations
Analyst is responsible for contributing to an unrivaled service
experience for our customers. Using industry-leading tools, you
will lead initiatives that strive to make every customer touch
point a rewarding experience that reinforces and builds brand
loyalty. You will help set up programs that establish a culture of
improving efficiency and share consumer feedback with the larger UA
team to help guide process improvement, product, and service
offerings.**Essential Duties & Responsibilities** - Participate in
the design and implementation of performance standards. - Evaluate
and monitor customer contact drivers and report to UA leadership. -
Collaborate with Contact Center leadership on reporting and
dashboards to drive meaningful performance data insights. - Use KPI
data to compile and track performance at both the team and
individual levels - Collaborate with the Contact Center Leadership
and Training partners to evaluate current and ongoing training
needs based on contact monitoring data. - Participate in training
programs for new and current teammates. - Partner with Operations
Team to gather contact data, reporting on KPIs on a daily and
Weekly basis - Work in conjunction with Contact Center Supervisors
to provide data for scorecard meetings. - Share trend data and
solutions regarding customer needs, quality standards, and coaching
opportunities with the customer service leadership team to improve
the overall quality of contacts. - Attend weekly meetings and
report on the issues of the week so all teammates are in alignment
- Monitor intraday performance in queues to endure Service Levels
are met across channels - Monitor agent behaviors to optimize
efficiency - Familiarity with Knowledge Base tools - Support the
Operations team in the technical onboarding of new hires and upkeep
systems - Partner with IT to troubleshoot agent system issues to
ensure business continuity - Coordinate and facilitate contact
calibration sessions for contact center staff - Organize and direct
focus groups to solicit feedback from customer service
representatives. - Ensure staffing is aligned with volume across
multiple channels of communication: phone, chat, and Web to the
case, as needed**Qualifications (Knowledge, Skills & Abilities)** -
Exceptional oral, written, and interpersonal communication skills
including the ability to summarize and report on data, influence
and negotiate, and present information to various levels within the
organization. - Ability to actively listen, synthesize information,
and present thoughts to teammates in a constructive, actionable
way. - Ability to excel in a fast-paced team environment, manage
multiple priorities, and meet deadlines. - Ability to evaluate
contact center processes, make recommendations on how to improve,
and measure success. - Intermediate level of knowledge/expertise
with Microsoft Office software (Word, Excel, Outlook, PowerPoint) -
Intermediate level knowledge in Salesforce, Five9, and Qualtrics
preferred - Understanding of industry standards for NPS, CSAT, CES,
FCR, and survey data. - Familiarity with KPIs such as Service
Levels Average Handle Time, and Average Speed of Answer**Education
And / Or Experience** - Bachelor's Degree preferred or equivalent
work experience - 3-5 years of Contact Center experience - Data
Analysis experience preferred**Other Requirements**This position is
remote.Base Compensation Range (Hourly): $23/hr - $31/hr**_At Under
Armour, we are committed to providing an environment of mutual
respect where equal employment opportunities are available to all
applicants and teammates without regard to race, color, religion,
sex, pregnancy (including childbirth, lactation and related medical
conditions), national origin, age, physical and mental disability,
marital status, sexual orientation, gender identity, gender
expression, genetic information (including characteristics and
testing), military and veteran status, and any other characteristic
protected by applicable law. Under Armour believes that diversity
and inclusion among our teammates is critical to our success as a
global company, and we seek to recruit, develop and retain the most
talented people from a diverse candidate pool._****Learn more about
Under Armour's COVID-19 response and Teammate vaccination
policies** **here** **.**
Keywords: Under Armour, Inc., Jackson , Contact Center, Business Operations Analyst (remote), Professions , Jackson, Mississippi
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