Equal Opportunity Employer: Minority/Female/Disability/Veteran
Operations Analyst, Customer Experience
Waste Management (WM), a Fortune 250 company, is the leading provider of comprehensive waste and environmental services in North America. We are strongly committed to a foundation of operating excellence, professionalism and financial strength. WM serves nearly 25 million customers in residential, commercial, industrial and municipal markets throughout North America through a network of collection operations, transfer stations, landfills, recycling facilities and waste-based energy production projects.
I. Job Summary
The Customer Experience Operations Analyst has overall responsibility for the Call Center's reporting and analytics, driving continual improvements and efficiencies to achieve superior service for our customers.
II. Essential Duties and Responsibilities
To perform this job successfully, an individual must be able to perform the assigned essential duties satisfactorily. Other minor duties may be assigned and duties may vary by department.
Develop and manage reporting and analytics scorecard.
Manage agent scheduling and adherence.
Manage knowledge management tools for Call Center, working across the Customer Experience organization to drive consistency in form and content.
Provide back-up support to Customer Experience Manager.
Analyze and identify performance improvement opportunities across center including agent performance variation to drive overall efficiency and effectiveness
Establish and enforce supervisory routines.
III. Supervisory Responsibilities
This job has no supervisory duties.
The requirements listed below are representative of the qualifications necessary to perform the job.
A. Education and Experience
Education: Bachelor's Degree (accredited), or in lieu of degree, High School Diploma or GED (accredited) and 4 years of relevant work experience.
Experience: 3 years of Customer Service/Call Center work experience (in addition to education requirement).
B. Certificates, Licenses, Registrations or Other Requirements
C. Other Knowledge, Skills or Abilities That Contribute to Success
Call center or customer service experience and supervisory/management skills required.
Strong knowledge of customer satisfaction drivers and strategic planning to achieve desired business results
Excellent skills in organization, analytical, prioritization, time management and handling multiple tasks and priorities
Excellent level of analytical ability, communication and interpersonal skills required to build relationships with team members and customers to solve problems and resolve issues
Self-starter who possesses the ability to work cooperatively with a team.
Effective facilitative leadership skills and experience leading focused teams
Very good understanding of business processes, tools and techniques required to develop an engaged customer and employee environment.
Effective communicator with the ability to lead and influence others.
D. Key Competencies
Building Partnerships – Identifying opportunities and taking action to build strategic relationships between one's area and other areas, teams, departments, units or organizations to help achieve business goals.
Building Trust – Interacting with others in a way that give them confidence in one's intentions and those of the organization.
Decision Making – Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequences.
High-Impact Communication – Clearly and succinctly conveying information and ideas to individuals and groups in a variety of situations; communicating in a focused and compelling way that drives others' thoughts and actions.
Planning and Organizing – Establishing courses of action for self and others to ensure that work is completed efficiently.
V. Work Environment
Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
Normal setting for this job is an office setting.
At Waste Management, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.
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