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Contact Center Customer Service Analytics Specialist

2 months ago

Huntington Beach, United States Western Digital Full time

Job Description The Customer Service Specialist is critical in a dynamic, cross-functional team that optimizes customer interactions with Western Digital's consumer products. This role demands direct customer engagement and close collaboration with regional call centers to ensure adherence to global best practices. The ideal candidate will bring proven experience in call center operations, emphasizing the use of reporting and analytics to drive process enhancements and efficiency improvements. Responsibilities include actively participating in Western Digital infrastructure enhancement projects, analyzing call center performance data, and leading initiatives to develop and implement process improvements. Role & Responsibilities Respond to customer and call center escalations via chat, email, and/or phone channels using customer relationship management tooling on a daily basis to resolve customer issues in a timely manner Monitor call center metrics and investigate/report on any irregularities Conduct root cause analysis research and draft/drive recommended solutions to address Process global privacy initiative requests Govern social media response programs Assist in managing call center system access requests Maintain FAQs, training and troubleshooting materials Support Contact Center Training Initiatives (Train the Trainer, etc) Provide Quality Program Governance and Oversight Participate in special projects as designated Qualifications Experience and Education Desired: BA or Equivalent required. 1-2 years of direct call center experience, specifically working with consumers in a support-related capacity. Experience in handling high-impact and sensitive customer scenarios is preferred. Hands on knowledge of computer electronics and experience handling high impact and sensitive customer scenarios preferred Advanced written and verbal communications skills Intermediate/Advanced negotiation skills Self-starter who can efficiently prioritize, multi-task and work across the organization to accomplish objectives Coursework in data analysis, robotic process automation and artificial intelligence preferred Comfortable with the Microsoft Office suite Formal project management certification(s) a plus Additional Information Western Digital is committed to providing equal opportunities to all applicants and employees and will not discriminate based on their race, color, ancestry, religion (including religious dress and grooming standards), sex (including pregnancy, childbirth or related medical conditions, breastfeeding or related medical conditions), gender (including a person's gender identity, gender expression, and gender-related appearance and behavior, whether or not stereotypically associated with the person's assigned sex at birth), age, national origin, sexual orientation, medical condition, marital status (including domestic partnership status), physical disability, mental disability, medical condition, genetic information, protected medical and family care leave, Civil Air Patrol status, military and veteran status, or other legally protected characteristics. We also prohibit harassment of any individual on any of the characteristics listed above. Our non-discrimination policy applies to all aspects of employment. We comply with the laws and regulations set forth in the Equal Employment Opportunity is the Law poster. Western Digital thrives on the power and potential of diversity. As a global company, we believe the most effective way to embrace the diversity of our customers and communities is to mirror it from within. We believe the fusion of various perspectives results in the best outcomes for our employees, our company, our customers, and the world around us. We are committed to an inclusive environment where every individual can thrive through a sense of belonging, respect and contribution. Western Digital is committed to offering opportunities to applicants with disabilities and ensuring all candidates can successfully navigate our careers website and our hiring process. Please contact us at staffingsupportwdc.com to advise us of your accommodation request. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying. LI-JS1 Compensation & Benefits Details An employee's pay position within the salary range may be based on several factors including but not limited to (1) relevant education; qualifications; certifications; and experience; (2) skills, ability, knowledge of the job; (3) performance, contribution and results; (4) geographic location; (5) shift; (6) internal and external equity; and (7) business and organizational needs. The salary range is what we believe to be the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range and this range is only applicable for jobs to be performed in California, Colorado, New York or remote jobs that can be performed in California, Colorado and New York. This range may be modified in the future. You will be eligible to participate in Western Digital's Short-Term Incentive (STI) Plan, which provides incentive awards based on Company and individual performance. Depending on your role and your performance, you may be eligible to participate in our annual Long-Term Incentive (LTI) program, which consists of restricted stock units (RSUs) or cash equivalents, pursuant to the terms of the LTI plan. Please note that not all roles are eligible to participate in the LTI program, and not all roles are eligible for equity under the LTI plan. RSU awards are also available to eligible new hires, subject to Western Digital's Standard Terms and Conditions for Restricted Stock Unit Awards. We offer a comprehensive package of benefits including paid vacation time; paid sick leave; medical/dental/vision insurance; life, accident and disability insurance; tax-advantaged flexible spending and health savings accounts; employee assistance program; other voluntary benefit programs such as supplemental life and AD&D, legal plan, pet insurance, critical illness, accident and hospital indemnity; tuition reimbursement; transit; the Applause Program, employee stock purchase plan, and the Western Digital Savings 401(k) Plan. Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.