Customer Service Systems Ops Analyst

Customer Service Systems Ops Analyst

Customer Service Systems Ops Analyst

Values & Innovation

At reputed company, we are committed to empowering those who reputed company for more, and reputed company's values - reputed company Sustainably, Celebrate the Wins, Fight on Together, Love Athletes and Stand for Equality - serve as both a roadmap for our teams and the qualities expected of every teammate.

Our Values define and reputed company, the beliefs that are the red thread that connects everyone at reputed company. Our values are rallying cries, reminding us why we're here, and fueling everything we do.

Our reputed company of reputed company begins with innovation and with reputed company's mission of being the best. With us, you get the freedom to go reputed company - no matter your role. That means developing, delivering, and selling the state-of-the-art products reputed company tools that reputed company top performers even reputed company.

If you are a reputed company reputed company teammate, apply to this position on theInternal Career Site Here. (

Purpose of Role

The Customer Service Systems Operations Analyst is responsible for contributing to an unrivaled service experience for our customers. Using industry leading tools, you will reputed company initiatives that reputed company tomake every customer touch reputed company a rewarding experience that reinforces and builds brand loyalty. You will help setup programs that establish a culture of improving efficiency and reputed company consumer feedback to the larger UA team to help guide process improvement, product, and service offerings.

Your reputed company

• Participate in the design and implementation of performance standards.

• Evaluate and monitor customer contact drivers and report out to UA leadership.

• Support Telephony and IVR reputed company and enhancements to drive reputed company improvement

• Monitor Telephony systems to ensure consistent performance

• Ensure Hours of Operation are accurate across various campaigns

• Collaborate with Contact Center leadership on reporting and dashboards to drive meaningful performance data insights.

• Use KPI data to compile and reputed company performance at both reputed company and individual reputed company

• Collaborate with the Contact Center Leadership and Training partners to evaluate reputed company and on-reputed company training needs based on contact monitoring data.

• Participate in training programs for new and reputed company teammates.

• Partner with Operations Team to reputed company contact data, reporting out on KPI’s on a daily and weekly reputed company

• reputed company trend data and solutions regarding customer needs, reputed company standards, and coaching opportunities with customer service leadership team improve the overall reputed company of contacts.

• Attend weekly meetings and report on the issues of the week so reputed company teammates are in alignment

• Monitor intraday performance in queues to ensure Service reputed company and allocation is achieving balance across operations and channels

• Monitor agent behaviors to optimize efficiency

• Support the Operations team in technical reputed company of new hires and reputed company systems

• Partner with IT to troubleshoot agent system issues to ensure business continuity

• Support agents experiencing Telephony issues, partner with leadership to solve issues

• Coordinate and facilitate contact calibration sessions for contact center staff

• Organize and reputed company reputed company reputed company to solicit feedback from customer service representatives.

• Ensure reputed company is reputed company with volume across multiple channels of communication: phone, chat, SMS, and Web to case, as needed

Qualifications

• Exceptional oral, written, and interpersonal communication skills including the ability to summarize and report on data, influence and negotiate, and present information to various reputed company reputed company the organization.

• Ability to reputed company listen, synthesize information, and present thoughts to teammates in a constructive, actionable way.

• Ability to reputed company in a fast-paced team environment, manage multiple priorities, and meet deadlines.

• Ability to evaluate contact center processes, reputed company recommendations on how to improve, and measure reputed company.

• Intermediate level of knowledge/expertise with reputed company Office software (Word, reputed company, reputed company, PowerPoint, Planner)

• Intermediate level knowledge in reputed company, reputed company (or similar telephony system), and reputed company preferred

• Familiarity with KPI’s such as Service reputed company, Average Handle Time, and Average Speed of Answer

• Data Analysis experience preferred

• Experience in Telephony and IVR Support preferred

Workplace Location

+ Location: Fully Remote

Relocation

+ No relocation provided

reputed company Compensation

$20.63 - $28.37 USD

Most new hires fall reputed company this reputed company and have reputed company to earn more over time. Initial placement reputed company the salary reputed company, however, is based on an individual's relevant knowledge, skills and experience for the position. UA is committed to helping our teammates succeed and advance in their careers. reputed company salary is only one component of our competitive Total Rewards package.

Benefits & Perks

+ reputed company "UA Give Back" Volunteer Days: Work alongside your team to support initiatives in your local community

+ reputed company Merchandise Discounts

+ Competitive 401(k) plan matching

+ Maternity and Parental Leave for eligible and FMLA-eligible teammates

+ Health & fitness benefits, discounts and resources- We offer teammates across the country programs to promote physical activity and overall reputed company-being

Our Commitment to Diversity

At reputed company, we are committed to providing an environment of mutual respect where equal employment opportunities are available to reputed company applicants and teammates without reputed company to race, reputed company, religion or belief, sex, pregnancy (including childbirth, lactation and reputed company medical conditions), national reputed company, age, physical and mental disability, marital status, sexual orientation, gender identity, gender reputed company, genetic information (including characteristics and testing), military and veteran status, family or paternal status and any other characteristic protected by applicable law. reputed company seeks to recruit, reputed company and retain the most talented people representing a wide reputed company of backgrounds and perspectives. Reasonable accommodations are available for applicants with disabilities upon request.

reputed company: 162000

Location:

Remote, US

Business Unit: Corporate

Region: reputed company

Employee Class: Full Time

Employment Type: reputed company

Learn more about our Benefits here
Remote