This listing was posted on Professional Diversity Network.
Senior Analyst - Sales & Customer Support
Location:
Sumner, WA
Description:
Overview REI Co-op is united around discovering, building and celebrating better ways of working in this world, all so that folks can find and pursue a love of the outdoors. When you work for the co-op, you do your best work with the support to live your best life. And you play a part in shaping the future of the outdoors, for people and our planet.The Senior Analyst of Sales and Customer Support contributes to REI's success by providing reporting and analytical insight to enable data driven decision making, inform and support the global strategy for the evolution of the contact center. This senior level position will work collaboratively within Digital and Sales and Customer Support teams to provide leadership in review of tactical business processes or systems, ownership and management of one or more business portfolios, assist managers in setting future plans and strategic efforts, identify and action future projects and develop communication pieces that engage and educate the client base. Models and acts in accordance with REI's guiding values and mission.This position reports to the Operations Manager, Sales and Customer Support and is expected to work independently, leading through influence to accomplish strategic objectives. Ownership of business portfolio and communication pieces is assumed, and work is accomplished with minimal direction. Strong competence is evidenced with the various tools, procedures and programming languages used to accomplish the job. Responsibilities and Qualifications Compiles and analyzes business data and metrics from contact center systems and IDW using SQL, Tableau, Excel and other reporting technology Develops forecasts and budgets in concert with department leadership, Workforce team (labor/staff planning) and Finance partners. Prepares weekly, bi-weekly and monthly reports/analysis of actual results/expenses and variances to plan Develops and/or refines data collection and analysis tools to challenge the status quo, measure and manage processes or business metrics Delivers verbal and written reports and updates of projects or managed business processes Aggregates and analyzes data from multiple systems to solve complex problems and identify process improvement opportunities Designs and develops standard reports for key performance metrics and analysis Utilizes data to identify issues/opportunities/trends, completes root cause analysis and communicates recommendations to leadership team and cross-functional business teams Identifies project goals and articulates the business value to aid in the creation business cases, economic models and project RFPs Delivers input for new systems or process requirements Develops and makes changes/recommendations to strategy or process based upon data analysis and/or process testing Assists in the development of new business strategies Identifies and leads future strategic projects Manages medium to large projects of a more complex nature; often in concert with Manager Creates communications to educate and engage partners in project, process or change management efforts Leads moderately complex aspects of a project and supports managers in leading more strategic efforts Assists junior team members with aspects of their work A Bachelor's or Master's Degree in Business, Economics/Mathematics or an accredited institution. 5+ years experience in three or more of the following areas of discipline: Contact Center Reporting and Analytics, Labor Forecasting/Staff Planning, Budget Planning, Contact Forecasting, Capacity Planning, Quality Assurance and Customer Satisfaction Metrics. Advanced skills in Excel to include VBA, macros, pivot tables, Charting/Visualizations, and Dashboard building Experience with Tableau, PowerBI or other reporting technology. Advanced skills in MS PowerPoint. Advanced skills in SQL, ability to develop and execute complex data queries. Basic understanding of database architecture, ETL and data integration processes. Technical understanding and experience with contact center tools, telephone systems, call monitoring and contact management systems (SAP, Avaya CMS, Aspect ACD / eWFM, Calabrio / NICE, Oracle RightNow Chat/Email platform). Actively participates and collaborates with others on one's own team and across REI for the achievement of business goals. Demonstrates flexibility, curiosity and willingness to consider other points of view when making decisions and recommendations. Uses business knowledge, innovative thinking, and sound judgment in the solution of problems or the pursuit of business opportunities. Consolidates information from various sources including feedback from others to reach sound decisions. Considers the ultimate impact of decisions and actions on internal and external customers. Sets clear work goals, defines priorities, and creates effective plans in order to produce quality work. Executes effectively by using resources efficiently, meeting deadlines, and keeping others informed of work plans and progress toward goals. Clearly conveys and accurately receives information by a variety of methods and in various situations. Builds rapport with all kinds of people inside and outside the organization. Acts upon opportunities and involves and influences others in the accomplishment of worthwhile organizational goals. Challenges the status quo, champions change and influences others to change. Closing At REI, we believe the outdoors is for all. We are committed to becoming a fully inclusive, anti-racist, multicultural organization . We know that there's strength in our diversity - that each employee brings unique skills, experiences, and perspectives. Every day you are driving change, fostering a culture of respect, and knowing you're backed by benefits that support your whole life. To work towards this commitment and fulfill our brand promise of inspiring and enabling a life outside for everyone, we seek employees who demonstrate different ways of working, create a sense of belonging, and actively listen and learn. Pay Transparency We are committed to practices that promote pay equity and transparency. As required by applicable Pay Transparency laws, REI provides a range of compensation for roles that may be hired in locations under these requirements. Factors that may be used to determine your actual salary may include a wide array of factors, including: your specific skills and experience, geographic location or other relevant factors. REI offers all regular employees a generous employee discount, access to health benefits, a retirement savings plan and accrued time off. Click here for a detailed overview of benefits plans by employee profile. Pay Range $87,048.00 - $130,520.00 per yearPDN-9bed9916-ab28-4039-892b-39022f38b99e
Visit Our Partner Website
This listing was posted on another website. Click here to open: Go to Professional Diversity Network
Important Safety Tips
- Always meet the employer in person.
- Avoid sharing sensitive personal and financial information.
- Avoid employment offers that require a deposit or investment.
To learn more, visit the Safety Center or click here to report this listing.
More About this Listing: Senior Analyst - Sales & Customer Support
Senior Analyst - Sales & Customer Support is a Customer Service Customer Support Specialist Job at Recreational Equipment located in Sumner WA. Find other listings like Senior Analyst - Sales & Customer Support by searching Oodle for Customer Service Customer Support Specialist Jobs.
Senior Analyst - Sales & Customer Support is a Customer Service Customer Support Specialist Job at Recreational Equipment located in Sumner WA. Find other listings like Senior Analyst - Sales & Customer Support by searching Oodle for Customer Service Customer Support Specialist Jobs.