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Coordinator - Happiness Delivery Real Time Analyst

4 months ago

Portland, Oregon, United States tapwage Full time
In short

On is seeking a Real-Time Analyst to join our dynamic Happiness Delivery team.

As a Real-Time Analyst (RTA), you will play a crucial role in ensuring the seamless operation of our global network, identifying challenges in real-time, and swiftly resolving issues to maintain exceptional customer experience.

Join us in delivering happiness every day

Work hours average 8 hours per day, 5 days per week between 7:00 or 8:00 AM-4:00 or 5:00pm Monday-Friday. Potential for Saturday/Sunday hours as needed.

Your Mission

  • Partner with the greater DirecttoConsumer (DTC) team, Workforce Management (WFM), and On's external partners to achieve our KPIs.
  • Collaborate with our partner RTAs by leading them to hit established SLAs on an hourly basis.
  • Work independently to own, report, and share observations and suggestions for improvement.
  • Balance working within multiple systems to align skills and queues with customer demand.
  • Continuously monitor channels and react swiftly to challenges according to agreedupon processes.
  • Perform root cause analysis on DTC servicelevel agreement (SLA) outcomes.
  • Support external partners in training to set clear expectations in daily routine.
Your story

  • 2+ years experience in customer support roles, preferably with experience providing customer support via phone, email, chat, and social media
  • Proficiency in Excel
  • Ability to stay calm under pressure with a keen sense of urgency when required.
  • Great attention to detail and process skills
  • Effective communication across all levels and functions
  • Excellent written and oral communication skills
  • Proven capacity to maintain a strategic perspective when confronted with competing priorities.
  • Previous experience as part of a WFM team, either as an RTA or a scheduler a plus