Customer Service Systems Ops AnalystCustomer Service Systems Ops AnalystValues & InnovationAt reputed company, we are committed to empowering those who strive for more, and the company’s values – Act Sustainably, Celebrate the Wins, Fight on reputed company, 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 reputed company that connects everyone at reputed company. Our values are rallying cries, reminding us why we’re here, and fueling everything we do.Our pursuit of better begins with innovation and with our team’s mission of being the best. With us, you get the freedom to go further – no matter your role. That means developing, delivering, and selling the state-of-the-art products and digital tools that make top performers even better.If you are a current reputed company teammate, apply to this position on theInternal reputed company Here. (Purpose of RoleThe Customer Service Systems Operations Analyst is responsible for contributing to an reputed company service experience for our customers. Using industry leading tools, you will lead initiatives that strive tomake every customer touch point a rewarding experience that reinforces and builds brand loyalty. You will help setup programs that establish a culture of reputed company efficiency and share reputed company feedback to the larger UA team to help guide process improvement, product, and service offerings.Your Impact• 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 continuous improvement• Monitor Telephony systems to ensure reputed company• Ensure Hours of Operation are accurate across various campaigns• Collaborate with Contact Center leadership on reporting and dashboards to drive meaningful performance data reputed company.• 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 on-going 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 out on KPI’s on a daily and weekly basis• Share trend data and solutions regarding customer needs, quality standards, and coaching opportunities with customer service leadership team 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 ensure Service Levels and allocation is achieving balance across operations and channels• Monitor agent behaviors to optimize efficiency• Support the Operations team in technical onboarding 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 direct focus groups to solicit feedback from customer service representatives.• Ensure staffing is aligned with volume across multiple channels of communication: phone, chat, SMS, and Web to case, as neededQualifications• 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 reputed company Office software (Word, Excel, Outlook, 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 Levels, Average reputed company Time, and Average Speed of Answer• Data Analysis experience preferred• Experience in Telephony and IVR Support preferredWorkplace Location+ Location: Fully RemoteRelocation+ No relocation providedBase Compensation$20.63 – $28.37 USDMost new hires fall within this range and have the opportunity to earn more over time. reputed company placement within the salary range, 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. Base salary is reputed company component of our competitive Total Rewards package.Benefits & Perks+ Paid “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 well-beingOur Commitment to DiversityAt reputed company, we are committed to providing an environment of mutual respect where equal reputed company are available to all applicants and teammates without regard to race, color, religion or belief, 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, family or paternal status and any other characteristic protected by applicable law. reputed company seeks to recruit, develop and retain the most talented people representing a wide variety of backgrounds and perspectives. Reasonable accommodations are available for applicants with disabilities upon request.Requisition ID: 162000Location:Remote, USBusiness Unit: CorporateRegion: North AmericaEmployee Class: Full TimeEmployment Type: HourlyLearn more about our Benefits hereRemote apply to this job
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