We seek someone who’s solutions-driven, 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 call center statistics and results; AHT, ASA, service levels, sales metrics, etc.
• Collaborate with business leaders to create dashboards, review metrics and performance indicators, effectively communicating innovative methods to resolve performance issues
• Evaluates contact center activity and seasonality in order to accurately determine short term and long term forecasts for staffing
• Deliver timely and validated reports while identifying data anomalies and their respective causes. Analyze trends to drive strategic, continuous improvement
• Develop an advanced understanding of our business drivers and translates analysis of data into clear, written and verbal communication. The ideal candidate will help the department identify potential issues and emerging trends to not only guide business decisions, but also to improve the customer experience.
We seek people with these qualifications:
• Required: Minimum 1 yr. prior experience in daily use of advanced Excel functions including nested ifs, vlookups, pivot tables, external references, conditional formatting, and other complex formulas
• Preferred: Experience reporting from call center systems (IVR, CRM, ACD), SQL and/or relational databases. Multi-channel contact center experience preferred.
• Bachelor’s degree preferred
• Excellent communication, problem-solving and partnering skills. We are looking for someone who is more than just passionate about numbers; the candidate should be passionate about using those numbers to make a positive difference within the organization.
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.
