Customer Care Support Analyst
Company: Stuller
Location: Lafayette
Posted on: January 24, 2023
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Job Description:
DescriptionAs the Customer Care Support Analyst, you will be
responsible for building relationships with all call centers'
leadership helping them execute on staffing plans. You will
leverage your analytical mindset and workforce management
experience to create actionable and data driven action plans to
support the business. You will collaborate with internal leaders
who have various needs and find the right balance between
structure/consistency and autonomy/flexibility that propels all
teams within the organization to deliver for the customer.Key
Responsibilities for Support Analyst:Prepare management reporting
by collecting, analyzing, and summarizing data and trends and
developing recommendations.Understand and communicates the
department vision to team members, at the same time assess
behaviors and provide feedback to leadership.Lead Projects to
improve planning and execution efficiency and support business
units, and operational centers.Identify/Implement workforce
management tools and technology enablers that will improve
operating accuracy and efficiency.Monitor performance by analyzing
performance statistics; evaluating staffing schedules to match
volume demand; evaluating potential productivity, quality, and
customer-service standards; identifying and resolving problems;
determining system and process improvements.Improve quality of
reporting and work to streamline various data sources to drive
consistent reporting.Promote process improvement and
standardization of processes across all sites in the
company.Proactively identify service improvement opportunities and
ensure continuous improvement within WorkforceManagement across
advisor scheduling, metric reporting, and real-time
delivery.Supports the leadership team by providing multiple channel
quality reviews (Voice, Chat, Email, etc.)Communicates changes to
the quality assurance process to leadership, as well as the team
members who are receiving the assessment/review.This position
requires that you handle various contact types including Chat,
Email, Inbound and Outbound voice calls with our customers.Manage
scheduling processes to ensure appropriate call center staffing and
performance according to the needs of the business.Communicate
effectively with internal and external customers in accordance with
the company's policies, procedures, guidelines, and common
practices.Interface with call center leaders to understand the fast
changing business needs and make updates where necessary.Stay
current on internal policies and procedures.Effectively communicate
with peers and those we support in the business to ensure high
quality and timely completion of work requests.BASIC
QUALIFICATIONSStrong analytical and organization skills, including
trend analysis.Ability to plan, prioritize and organize effectively
/ detail oriented.A thorough knowledge of computer software.
Proficient in Microsoft Office, as well as other related
applications.Demonstrate flexibility to adapt quickly to
departmental changes and conditions.Self-motivated with the
demonstrated ability to learn and apply new information quickly,
work independently, and take initiative.Demonstrate working
knowledge and adherence to all HR & WFM policies, procedures,
guidelines, and practices.Excellent written and verbal
communication skills are required to interface effectively with
staff, managements, and various other internal and external
customers.Regular, punctual and consistent attendance.Ability to
work in a team oriented environment focused on cross training and
sharing workload responsibilities.Ability to work outside of normal
schedule with little or no notice.PREFERRED
QUALIFICATIONSBachelor's degree preferred and/or recognized
equivalent work experience.Two years of solid call center
experience or one year of workforce management experience
required.2+ experience working with one or more workforce
management and CRM systems such as Verint, Salesforce is strongly
desired.Building, managing, and designing databases a
plus.Experience in a fast paced, high-pressure office
environment.
Keywords: Stuller, Lafayette , Customer Care Support Analyst, Professions , Lafayette, Louisiana
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