Call Center Planning Analyst
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Call Center Planning Analyst

Richemont

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Chiusa

Call Center Planning Analyst

Cosa comprende il lavoro



Richemont owns some of the world’s leading luxury goods Maisons, with particular strengths in jewellery, fine watches and premium accessories. Each Maison represents a proud tradition of style, quality and craftsmanship and Richemont seeks to preserve the heritage and identity of each of its Maisons. At the same time, we are committed to innovation and designing new products which are in keeping with our Maisons’ values, through a process of continuous creativity.

At Richemont North America, We are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.

 

 

KEY RESPONSIBILITIES

Primary Duties:

  • Convert data into insights that lead to informed business.
  • Create detailed business analysis, outline problems, opportunities, and solutions for the Client Relations Center.
  • Recommend improvements in processes, procedures & other ways of working to improve financial results, service levels, and other objectives.
  • Provide data analytics support when needed


Reporting & Analysis:

  • Manage Monthly Reporting for Client Relations Center scope.
  • Interact with business stakeholders and subject matter experts in order to understand and resolve their problems & needs.
  • Collaborate with Partners on CRC & CRM reporting capability enhancements to provide transparency and accuracy on the acquisition, retention, and other data analysis.
  • Support Operations Managers with Sales Incentive calculations.
  • Manage daily, weekly and monthly reporting.


Forecasting:

  • Create accurate contact (call & email) volume forecast.
  • Create a sales forecast.
  • Communicate forecasts to stakeholders.
  • Monitor Forecast accuracy & adapt.
  • Prepare schedules for workforce to meet contact & sales demand.


Operational Support:

  • Act as liaison with CRC Management to identify/escalate trends and training gaps associated with business results, new functionalities, and system upgrades.
  • Utilize BCM real-time monitoring of skills-sets and routing to ensure effectiveness.
  • Analyse SAP IC ticket statuses to ensure data integrity.
  • Serve as a mentor to Regional System Support Specialist and Assistant Managers on analytics, as well as impacts/results related to system and/or procedures.
  • Work closely with Regional System Support Specialist and Assistant Managers to identify gaps, improve data quality, and make proposals on process improvements.


IT Liaison:

  • Collaborate with Local and Central IT to resolve any discrepancies and/or to better understand new reporting functionalities.
  • Act as the Client Relations Center liaison to the IT department to facilitate system changes and configuration related to reporting.
  • Liaise with IT and Regional System Support Specialist on technology projects, systems changes, and configurations related to reporting (SAP upgrades, call and contact routing systems, Client Relations Center support tools, and systems).
  • Maintain backlog of required changes.


JOB PROFILE
Education:

Bachelor’s degree in Applied Mathematics, Econometrics, Business Administration, Computer Science or other related field preferred.

Required Experience:

  • 4+ years of Operations experience.
  • Prior experience in the development and maintenance of performance reports in a business environment.
  • Experience in data mining, analysis & visualization
  • Call center/contact center experience required


Technical Skills/Abilities:           

  • Proficiency in performing statistical calculations and data analysis.
  • Proficiency in interpreting results to a non-technical audience.
  • Knowledge of Microsoft Office Product Suite (Word, Excel, PowerPoint, Outlook) - Advanced Excel skills are required.
  • Technical expertise in SAP or other ERPs preferred
  • Knowledge of database software and CRM tools a plus.
  • Experience with Scheduling in a client relations center environment is a plus.
  • Power BI, Tableau, SAP Cloud (Any BI tool experience)
  • Language other than English is a plus.


 
Personal Skills:


  • Proven ability to work in a fast-paced, changing environment.
  • Positive attitude and high resilience.
  • High-level of accuracy with excellent attention to detail.
  • Excellent writing, verbal, and analytical communications skill.
  • Strong ability to analyze information, identify problems, and develop action plans.
  • Ability & interest to learn and implement new technology
  • The highest degree of confidentiality and discretion is required.


Chiusa

Call Center Planning Analyst

Grand Prairie, TX, Stati Uniti

A tempo completo, A tempo indeterminato

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