Associate Contact Center Analyst

2 weeks ago

Houston, United States Tailored Brands Inc Full time

Tailored Brands, Inc. is a leading omni-channel specialty retailer of menswear, including suits and a broad selection of business casual offerings as well as the largest provider of tuxedo rental products in the U.S. and Canada. We operate retail stores in all 50 states and Canada. Our U.S. retail stores are operated under the brand names of Men’s Wearhouse, Jos. A. Bank, Men’s Wearhouse and Tux, and K&G Fashion. Our Canadian stores are operated under the brand name of Moore’s in ten provinces. Our purpose is we help people love the way they look and feel for their most important moments. We accomplish this by putting customers at the center of every decision, rallying together to achieve common goals, and striving for excellence and continuous improvement.  We help fulfill this purpose by valuing differences and knowing they make us better and showing up with courage to always do the right thing. If you want to make a difference, be part of a great team and grow, you might be a perfect fit.

About the Job:

The Associate Contact Center Analyst is responsible for identifying trends and improvement opportunities, analyzing data, and creating custom reports to support the needs of the business and internal deliverables. This individual will be expected mine, validate and analyze data from various sources ensuring accuracy and This position is based in Houston Texas and is a Hybrid role, reporting to the Manager of TCS Analytics and Operations.

What You’ll Do | Key Accountabilities

·       Coordinate and maintain the Workforce Management platform utilized for forecasting, scheduling, tracking, monitoring, and reporting daily and monthly call center statistics.

·       Analyze and monitor real time adherence of queue conditions and data to effectively gage service levels, as well as provide discrepancy reporting to management.

·       Support the TCS Operations team in the administration, analysis, and continuous improvement of the Salesforce CRM

·       Assist in gathering and documenting business requirements and process by conducting discovery sessions and participating in UAT sessions.

·       Maintain reports, dashboards, and processes to continuously monitor data quality and integrity.

·       Keep abreast of new system features and functionality, including Five9 and Salesforce, to provide recommendations for process improvements and enhancements.

·       Document new and existing TCS Service, Product and Continuous Improvement processes.

·       Additional duties as assigned.

What You’ll Bring | Skills & Experience

•         Associate or bachelor’s degree in business administration, Information Systems, or related field.

•         2+ years in a Contact Center environment working in a reporting or systems role

•         Practical knowledge of call center telephony technology, call management systems, workforce management, and CRM platforms

•         Proficient use of Microsoft Office programs, including Windows and Outlook; advanced level Excel skills required.

•         Strong quantitative and analytical skills

•         Self-motivated with a demonstrated ability to work with limited supervision; must be able to deal effectively with change.

•         Demonstrated display of leadership abilities, integrity, and confidence in actions and decisions

•         Ability to exercise sound judgment and confidentiality while analyzing and interpreting data to ensure a high level of accuracy, timeliness, and usefulness for business leaders.

•         Demonstrated effective experience applying analytical skills, methodologies, and practices.

•         Strong time management, team collaboration and process improvement skills

•         Excellent interpersonal, verbal, and written communication skills, with the ability to work well with individuals at all levels within the organization.

Please note that you do not need to qualify for all requirements to be considered. We encourage you to apply if you can meet most of the requirements and are comfortable opening a dialog to be considered.

Work Environment, Physical & Mental Demands

  • Ability to sit and work at a computer keyboard for extended periods of time.
  • Ability to stoop, kneel, bend at the waist, and reach daily.
  • Able to lift and move up to 25 pounds occasionally.
  • Must utilize visual acuity, speech and hearing, hand and eye coordination and manual dexterity necessary to operate a computer and office equipment.
  • Hours regularly 40 hours per week, as work dictates.
  • Position is Hybrid based in our Houston Corporate Office.

Benefits

This role is eligible for healthcare including medical, dental and vision, retirement savings (401k with a company match), income protection programs such as life, accident and disability insurance, paid time off for sick leave, vacation, bereavement, jury duty, and holidays, wellbeing program, commuter, adoption assistance, education assistance, legal services, and employee merchandise discounts. For more detailed information go to mytbtotalrewards.com. 

Work-Life Balance

We understand the demands of work, school, family, and personal responsibilities.  Through our work-life resources and programs we offer services for every stage of life to help you manage the day-to-day needs.  We offer programs such as:

·       Meeting-Free Fridays (encouraged) | so you can catch up on work and self-development.

·       Summer Fridays | from Memorial Day to Labor Day so you can enjoy a head-start to the weekend

·       Holiday Early Departure | close out early the business day before a company observed holiday.  

Note: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required and are not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job. 

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