Assistant Manager, Contact Center Reporting & Analysis
Location:
MO - Saint Louis - Corporate Office - 63105
City:
Saint Louis
Metro Area:
Saint Louis
State:
MO
Postal Code:
63105
Functional Area:
Customer Service
Requisition Number:
513607
First Open Date:
01/18/2017
Description:
Assistant Manager, Contact Center Reporting & Analysis
We seek someone who’s solutions-driven, collaborative and innovate with a passion for data analysis to join our Consumer Care team.
We are Caleres, a global footwear company with brands that fit people’s lives. We are ferocious about fit and living our mission of inspiring people to feel good, feet first.
We seek people who:
• Monitor and report on contact center performance by analyzing contact center statistics and results
• Analyze trends to create solutions to ensure consumer service needs, business goals and objectives are met or exceeded
• Collaborate with business leaders to review metrics and performance indicators, effectively communicating innovative methods to resolve performance issues
• Monitor costs relative to activity to identify expense reduction opportunities
• Evaluate and implement best practice reporting methods, including upgrades and new technology
• Lead by providing training, development and coaching and seek opportunities to engage department staff and internal customers with the metrics
• Manage call center performance reporting from Excel, SQL and a variety of systems, formatting and analyzing data on a daily basis to create dashboards, build forecasts, and relate the data to performance
We seek people with these qualifications:
• Bachelor’s degree preferred
• 3-5 years Analytical Reporting required
• 1+ years finance or contact center experience preferred
• Excellent communication, problem-solving and partnering skills
• Demonstrated ability to innovate for continuous improvement
• Microsoft Office, including daily use of advanced Excel skills (Microsoft Office Query, V lookups, pivot tables, charts, advanced formulas)
• SQL reporting experience and understanding of relational data bases highly preferred
• ACD, IVR knowledge and understanding of contact center, CRM, workforce management software and/or crystal reporting a plus
But most of all, we seek believers who share in our ferocity for fit. People who believe remarkable things are possible and will not stop striving for them.
People passionate about their work. People who hold themselves and others accountable. People who think a $2.6 billion company should be as creative as a start-up. People driven by an insatiable curiosity. People who care about being the best, among the best.
