Sr Customer Service Analyst

Job description

The Sr Customer Service Analyst will be responsible for implementing, maintaining and optimizing contact center systems. This will include things such as telephony, CRM, WFM, quality assurance, reporting, analytics, ensuring system performance, data accuracy, operational efficiency and other requirements that may align with business needs.

ESSENTIAL JOB FUNCTIONS

Administer, configure and maintain contact center systems, including telephony, CRM, WFM, QA and reporting platforms. Monitor system performance, troubleshoot issues and coordinate resolution with IT partners. Develop and maintain reporting, dashboards, analytics and performance metrics to support business decisions and track productivity. Ensure data integrity, system integrations and accurate flow of information against contact center platforms.

Partner with leaders on both business and IT to identify system requirements, enhancements and opportunities to improve processes. Support system implementations, upgrades, testing, system releases and ongoing optimization efforts. Manage system access, user roles and security within accordance to company policies. Evaluate system capabilities and recommend solutions that improve efficiency for both customers and team members.

Maintain documentation, processes and system standards while supporting training and adoption of new functionality. Maintain relationships with technology vendors and coordinate issue resolution, enhancements and service level expectations. Perform other duties, projects and responsibilities as assigned to support the needs and priorities of the department and organizational leadership. Attend company meetings and functions as needed.

SKILLS / EDUCATION / EXPERIENCE Required

High school diploma or equivalent Working knowledge of telephony, CRM, WFM, QA, reporting and analytical systems

• Familiarity with system administration, configuration, testing and troubleshooting
• 3+ years supporting or administering contact center systems, business applications or related technology
• Strong analytical and problem-solving skills Attention to detail and data accuracy
• Ability to troubleshoot issues and identify root cause
• Ability to manage multiple priorities, projects and deadlines
• Strong organizational and documentation skills
• Ability to work effectively with both technical and non-technical team members
• Ability to identify opportunities to automate and streamline processes Desired: Knowledge of aftermarket automotive industry
• Bachelors degree in IT, Business, Computer Science, Data Analytics or a related field Relevant certifications in contact center technology (CRM, WFM, analytics or project management)
• Knowledge of contact center platforms, cloud technologies, BI tools and system integrations Experience administering multiple contact center platforms Experience managing technology, vendors and third-party partnerships Advanced reporting and data visualization skills Project management and process improvement skills O’Reilly Auto Parts has a proven track record of growth and stability.

O’Reilly is full of successful career stories and believes in a strong promote-from-within philosophy, encouraging you to grow your career along with the organization.

Total Compensation Package

Competitive Wages & Paid Time Off Stock Purchase Plan & 401k with Employer Contributions Starting Day One Medical, Dental, & Vision Insurance with Optional Flexible Spending Account (FSA) Team Member Health/Wellbeing Programs Tuition Educational Assistance Programs Opportunities for Career Growth O’Reilly Auto Parts is an equal opportunity employer. The Company does not discriminate on the basis of race, religion, color, national origin or ancestry (including immigration status or citizenship), sex, sexual orientation, gender identity, pregnancy (including childbirth, lactation, and related medical conditions,) age (40 and over), veteran status, uniformed service member status, physical or mental disability, genetic information (including testing or characteristics) or another protected status as defined by local, state, or federal law, as applicable.

Qualified individuals with a disability may be entitled to reasonable accommodation under the Americans with Disabilities Act. If you require a reasonable accommodation during the application or employment process, please send an email to: [email protected] or call (800) 471-7431 option , and provide your requested accommodation, and position details.