Experienced Real-Time Analyst II - Customer Care Operations

At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a key member of our Customer Care Operations team, you'll play a vital role in driving business growth and customer satisfaction. We're seeking an experienced Real-Time Analyst II to join our remote team, working from the comfort of your own home. If you're passionate about data-driven decision-making, customer-centricity, and continuous improvement, we want to hear from you!

About arenaflex

arenaflex is a leading e-commerce company that's passionate about delivering an unparalleled customer experience. We're committed to innovation, customer satisfaction, and employee growth. Our remote team is made up of talented individuals who share our vision and values. As a Real-Time Analyst II, you'll be part of a dynamic team that's dedicated to making a difference in the lives of our customers.

Job Responsibilities

As a Real-Time Analyst II, you'll be responsible for overseeing customer care operations, client experience, and specialist performance through a combination of continuous execution, specialist management, reporting, and analysis. You'll provide authority groups with timely, accurate reports on intraday performance and identify opportunities to improve customer support and achieve business goals.

Key Responsibilities:

* Analyze business activities in real-time to identify areas for improvement and implement countermeasures to balance service levels and occupancy.

• Collaborate with task groups to develop plans and schedules to achieve service level objectives and business targets.
• Provide insights, summaries, and strategies for determining and arranging functional exercises intraday and post-hoc to support continuous improvement of customer care performance results.
• Administer and oversee responses to events such as technical outages, application failures, and unexpected office closures (health-related) and communicate with internal and external teams as required.
• Monitor and enforce continuous adherence, including tracking of real-time absence, specialist hotline contacts, NCNS, proper warning, and event reporting.
• Work with Task and WFM colleagues to identify areas for development and continuous improvement, and participate in gauging, planning, and execution of customer support activities.
• Participate in Chewy-to-peer level communications with specialists and tasks while monitoring/tending to specialist behavior in a consistent and steady commitment.
• Establish a positive work environment that encourages successful customer support group performance. Demonstrate empathy, patience, and understanding while providing accurate direction to specialists and colleagues.
• Embody the spirit and purpose of the arenaflex Working Standards.
• Focus on learning and self-improvement to better arenaflex overall!
• Execute the basics of continuous administration.
• Support any tasks on a case-by-case basis.

Requirements:

* 2+ years of call center Labor force Management experience in contact centers or similar experience.

• Strong understanding and capability of continuous administration of a contact center, including managing specialist availability, estimate v. actual for volume, handle time, and ability to convey adjusted business designated SLAs and Inhabitances.
• Utilize strong understanding of key business metrics, such as response time, efficiency, and enhancement measurements and efficiency to pursue most ideal choice at the time without extra administrative survey.
• Comprehension of prescriptive and elucidating investigation, prescriptive examination, essentials of insights, anticipating, and information engineering.
• Certain pursuing choices in vague circumstances without explicit heading on the most proficient method to arrive at an answer in light of changing contact place execution conditions.
• Great written and verbal communications to be able to work with all levels of the Customer Support Association clearly and compactly from specialist to Senior Authority.
• Capable in Microsoft Office Suite, including controlling data, making reports, representations, and introductions without any preparation.
• Adaptability to participate in a schedule expected to help a 24x7 contact community (open schedule accessibility for first, second, or third shift).
• 1 year+ Involvement in Labor force Management (administrative center functionality) stage is suggested (for example Kronos, Verint or Pleasant).
• Capacity to work autonomously and fulfill time constraints.

Preferred Qualifications:

* Partners degree or higher in business, finance, or statistics.

• Capable in data management - SQL, Python, VBA, Scene, macros, turn tables, turn graphs.

What We Offer:

* Competitive salary range: $35-$45/hour.

• Opportunity to work from home in a remote environment.
• Collaborative and dynamic team environment.
• Professional growth and development opportunities.
• Comprehensive benefits package, including medical, dental, and vision insurance.
• Paid time off and holidays.
• Access to cutting-edge technology and tools.

How to Apply:

If you're passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding role, we encourage you to apply. Please submit your resume and a cover letter outlining your experience and qualifications. Apply Now!

Equal Employment Opportunity:

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. If you have a disability under the Americans with Disabilities Act or similar regulation, and you need an accommodation during the application process or to perform the essential functions of this role, please let us know. Apply for this job