Analyst II, Customer Service

    • Carrollton, TX

Position Summary... Demonstrates up-to-date expertise and applies this to the development, execution, and improvement of action plans by providing expert advice and guidance to others in the application of information and best practices; supporting and aligning efforts to meet customer and business needs; and building commitment for perspectives and rationales. Provides and supports the implementation of business solutions by building relationships and partnerships with key stakeholders; identifying business needs; determining and carrying out necessary processes and practices; monitoring progress and results; recognizing and capitalizing on improvement opportunities; and adapting to competing demands, organizational changes, and new responsibilities. Models compliance with company policies and procedures and supports company mission, values, and standards of ethics and integrity by incorporating these into the development and implementation of business plans; using the Open Door Policy; and demonstrating and assisting others with how to apply these in executing business processes and practices.

What you'll do...
Collaborates with stakeholders (for example, Store Operations, Merchandising, Labor Relations) by researching business trends with focused impact and communicating insights to leadership; conducting root cause analysis for focused impact issues; learning about key stakeholders' businesses and identifying areas of collaboration between businesses and the contact center; collaborating with key stakeholders to develop partnership and collaboration plans; managing the execution of client services collaborations; and evaluating collaboration success and concerns and developing an action plan to enhance the client services process.

Executes customer service mitigation plans by evaluating and sharing customer service trend information; identifying opportunities to reduce or mitigate contacts ; incorporating trends and gaps into mitigation plans; collaborating with key stakeholders and leadership to finalize contact mitigation plans; supports mitigation plan implementation; and serving as expert and liaison between the contact center and key stakeholders.

Aids with cross-functional support projects by providing input on project plans; analyzing project plans and communicating concerns ; identifying contact center implications (for example, impact to budget, utilization of resources); tracking project milestones; identifying issues and assisting in the development of resolution plans; and supporting project implementation.

Executes customer service operations by researching and staying up to date on industry trends, best practices, emerging technology, and legislation; implementing changes to processes, resolution criteria, and policies that positively impact service metrics and drive consistency; evaluating the impact of customer service processes and actions and communicating impact to leadership; anticipating future operational needs and proposing plans to senior leadership; aligning resources to support operations and special requests ; ensuring documentation of processes, quality standards, and procedures are communicated to customer service operations; and assisting in educating and training associates and cross-functional stakeholders.

Minimum Qualifications...
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.

Minimum Qualifications:Bachelor's degree in Business, Technology, Communications, or related field OR 2 years' experience in retail, contact center management, or related area.

Preferred Qualifications...
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.


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