Join Under Armour’s innovative team as a Customer Service Systems Ops Analyst and contribute to delivering an exceptional customer experience. With a focus on empowering athletes and driving business growth, this fully remote role offers a chance to develop your skills and make a meaningful impact.
Employment Type
Not specified, but benefits and work environment suggest full-time
Company Base/Headquarters
Under Armour (based in Baltimore, Maryland, USA)
Location
Fully Remote
Salary
$20.63 – $28.37 USD
Work Schedule
Not specified
Language Required
English
Training Provided
Participate in training programs for new and current teammates
Purpose of Role
The Customer Service Systems Operations Analyst is responsible for contributing to an unrivaled service experience for our customers. Using industry leading tools, you will lead initiatives that strive to make every customer touch point a rewarding experience that reinforces and builds brand loyalty.
Your Impact
Participate in the design and implementation of performance standards.
Evaluate and monitor customer contact drivers and report out to UA leadership.
Support Telephony and IVR upkeep and enhancements to drive continuous improvement
Monitor Telephony systems to ensure consistent performance
Ensure Hours of Operation are accurate across various campaigns
Collaborate with Contact Center leadership on reporting and dashboards to drive meaningful performance data insights.
Use KPI data to compile and track performance at both the team and individual levels
Collaborate with the Contact Center Leadership and Training partners to evaluate current and on-going training needs based on contact monitoring data.
Participate in training programs for new and current teammates.
Partner with Operations Team to gather contact data, reporting out on KPI’s on a daily and weekly basis
Share trend data and solutions regarding customer needs, quality standards, and coaching opportunities with customer service leadership team improve the overall quality of contacts.
Attend weekly meetings and report on the issues of the week so all teammates are in alignment
Monitor intraday performance in queues to ensure Service Levels and allocation is achieving balance across operations and channels
Monitor agent behaviors to optimize efficiency
Support the Operations team in technical onboarding of new hires and upkeep systems
Partner with IT to troubleshoot agent system issues to ensure business continuity
Support agents experiencing Telephony issues, partner with leadership to solve issues
Coordinate and facilitate contact calibration sessions for contact center staff
Organize and direct focus groups to solicit feedback from customer service representatives.
Ensure staffing is aligned with volume across multiple channels of communication: phone, chat, SMS, and Web to case, as needed
Qualifications
Exceptional oral, written, and interpersonal communication skills including the ability to summarize and report on data, influence and negotiate, and present information to various levels within the organization.
Ability to actively listen, synthesize information, and present thoughts to teammates in a constructive, actionable way.
Ability to excel in a fast-paced team environment, manage multiple priorities, and meet deadlines.
Ability to evaluate contact center processes, make recommendations on how to improve, and measure success.
Intermediate level of knowledge/expertise with Microsoft Office software (Word, Excel, Outlook, PowerPoint, Planner)
Intermediate level knowledge in Salesforce, Five9 (or similar telephony system), and Qualtrics preferred
Familiarity with KPI’s such as Service Levels, Average Handle Time, and Average Speed of Answer
Data Analysis experience preferred
Experience in Telephony and IVR Support preferred
Application Guidelines
Apply for the Customer Service Systems Ops Analyst role through Under Armour’s job portal. If you are a current Under Armour teammate, apply to this position on the Internal Career Site.