Toledo, Ohio, United States

Customer Specialist - Data and System Analyst

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Job ID 53389

PURPOSE OF THE JOB

The Systems and Data Analyst is responsible for ensuring the efficient and stable operation of Customer Operations specific to the multi-channel (phone, email, chat) contact center applications and technology. This includes the day-to-day system administration and utilization of the call recording and workforce management systems, the interactive voice response (IVR), automated call distributor (ACD), and database systems.  This individual will collaborate with the business unit Customer Service Team Leaders and Center of Excellence (COE) Leaders in designing, creating, and implementing reporting and dashboards with analysis and recommendations to continuously improve service level and drive efficiencies within the organization. This individual will serve as a liaison between Owens Corning resources and support (IT) and our 3rd party vendor(s) to ensure technology requirements are meeting and exceeding the needs of our software users. They will also be accountable for using Lean techniques to optimize the utilization of the above processes and applications and provide user training as necessary.

Reports to: Centralized Order Management & Technology Leader

Span of Control:   Individual contributor

JOB RESPONSIBILITIES

Forecasting/Reporting/Data Analysis

  • Utilize and translate business demand forecasts (provided by Business Unit Supply Chain Leaders) to forecast customer facing interactions and create resources plans/requirements   
  • Standardize forecasting process to deliver sustainable results
  • Continually evolve automation of service reporting and metrics
  • Partner with team leaders to understand customer data/information requirements and automate wherever possible
  • Make visible service dashboards as a means for communication and used in driving continuous improvement results
  • Monitor and analyze data to determine appropriate, resonant performance, and service metrics for Customer Operations (call volume, abandon rate, handle time, attendance, schedule adherence, shrinkage, and call quality.
  • Initiate proactive approach in identifying recommendations to ensure acceptable service levels
  • Understand, organize, and present performance data to educate and influence leadership in productivity improvements  
  • Make recommendations to optimize staffing and service level attainment

Technology

  • Ensure optimization and effectiveness of call center technology to include its usability, stability, and functionality (incl. call routing, audio and screen recording, quality management, customer survey, workforce management systems, and IVR)
  • Maintain strong vendor relations as functional liaison; partner to resolve issues timely
  • Partner with IT to manage the quarterly service upgrades for contact center software
  • Respond to requests sent to the SCIS Helpdesk mailbox
  • Create/maintain standard work for use of technology applications
  • Improve the efficiency within the team operation by identifying and eliminating waste
  • Establish strong IT partnerships to collaboratively solve problems, execute projects, and develop long-range strategy and road maps.  
  • Educate Supply Chain teams in Customer Service contingency planning and how it works

Business Partnership

  • Solve problems with speed and ensure internal and external customer needs are the highest priority in our day-to-day operations
  • Make appropriate routing adjustments to optimize the customer experience while maintaining service levels
  • Deliver actionable metric analysis and counsel to senior leadership, providing data insight and driving improved customer experience
  • Partner with Business Leadership to stay abreast of business trends which impact customer contact volume and offer recommendations to Customer Service Leadership proactively to address gaps

Benchmarking

  • Engage in call center technology forums as a means for proactively identifying new call center trends with an outside-in approach
  • Routinely provide updates to Supply Chain Leadership regarding industry practices/changes
  • Make recommendations for necessary changes and implement relevant practices

JOB REQUIREMENTS

MINIMUM QUALIFICATIONS:

  • Bachelor degree in business, supply chain, marketing, finance, or other related filed
  • Minimum 2-5 years call center technology experience to include administration of:
    • Wrkforce management applications (forecasting, scheduling, adherence)
    • IVR (interactive vice response)
    • Quality mnitoring applications
    • Advanced call ruting
  • 2-4 years in a Continuous Improvement role
  • Highly proficient in MS Office products including Word, Excel, PowerPoint; prefer to have Power BI experience/proficiency

EXPERIENCE:

  • Change agent; must be a proven leader and a quick learner who is adaptive to and acts as a change agent
  • Demonstrated successful project management experience
  • Experience in applying analytics to make decisions
  • Experience managing technology deployments
  • Previous vendor management experience
  • Strong contact center acumen and awareness of industry trends
  • Successfully partnering with other teams within a matrix organization to drive results
  • Previous experience with SQL is a plus

KNOWLEDGE, SKILLS & ABILITIES:

  • Demonstrated leadership capabilities
  • Effective communication skills
  • Strong attention to detail
  • Follow through on commitments
  • Adaptable in a high stress environment
  • Ability to see the bigger picture as well as the parts within it and work with a team to see “how it all fits together”
  • Works effectively in a matrixed environment
  • Knows how to communicate effectively to employees at all levels of the organization
  • Analytical acumen
  • Able to learn new skills and then effectively teach others
  • Creative problem solving #LI-KJ1
Please note:Applications must be filled out completely—incomplete applications will not be considered. Resumes are welcome, but are not a substitute for completing the application.

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