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Customer Technical Support Operations Specialist

Company: Johnson Health Tech North America Inc
Location: Madison
Posted on: May 6, 2021

Job Description:

Position Overview:
We are one of the world's fastest-growing fitness equipment manufacturers, looking for an experienced Operations Specialist to support our customer contact center teams. Under the direction of the Director of Customer Technical Support, the Operations Specialist will act as the subject matter expert, managing various workforce planning and management systems. This individual will develop, maintain, and deliver reoccurring and ad hoc reporting necessary to drive day to day operations. The Operations Specialist will manage the scheduling and monitoring of the frontline agents ensuring appropriate staff coverage.

The successful candidate will partner with center leadership on identifying performance trends to assist in delivering industry-leading customer support. This is an individual contributor position.



Responsibilities:
Provide Operations Support to center leadership:

Manage and work in multiple software applications as a subject matter expert
Schedule development for frontline staffing
Act as air traffic control; monitoring agent real-time staffing and schedule adherence
Adjust/pull staffing levers to ensure appropriate staffing of queues
Partner with IT to update and maintain call center Telephony queues and IVR phone trees
Develop, maintain, and deliver reoccurring and ad hoc reporting necessary to drive day to day operations
Analyze departmental data daily/weekly/monthly and make recommendations as needed
Provide departmental metrics and status reports to center leaders
Use data-driven insights to suggest team and departmental improvement opportunities

Other

Work independently, multi-task, and handle various activities while being productive and timely
Work effectively in a fast-paced environment as a collaborative team member
All other projects as needed

Qualifications:
Education:

College degree in business, management or relevant experience required

Experience:

A minimum of 3 years of relevant experience required
Demonstrated experience in high volume call center operations (workforce planning/staffing/monitoring, queue management, reporting, business process improvement, projects)
Experience managing offline work queues (emails, cases)
Experience in call centers that serve both B2B and B2C customers preferred
Proven ability to deliver effective customer service
Demonstrated critical thinking skills

Requirements:

Proficient with Microsoft Office suite, CRM, and SAP
Ability to learn and navigate through multiple computer applications simultaneously
Ability to learn proprietary software and teach others how to use (Online Remedy)
Excellent written and verbal communication skills
A sense of urgency and commitment to continuous improvement



Skills:
The successful candidate should possess the following skills/attributes:

Exceptional communication skills, both on paper and in person
Ability to become the subject matter expert of multiple software applications including workforce management systems
Strong sense of initiative and urgency, demonstrated by accomplishing tasks on schedule; improving current work processes; and assisting others when necessary
Ability to analyze data and mine actionable insights
Flexibility and willingness to work in situations of flux and in a fast-paced environment
Resilience, positivity, and professionalism when dealing with situations of adversity
Strong computer skills in all Microsoft Office programs, especially Excel
Unwavering attention to detail and commitment to world-class quality
Personal commitment to continuous improvement



Benefits:
We offer an excellent compensation package and team-oriented work environment with growth opportunities.
Some of our outstanding benefits include:

Health & Dental Insurance
Company paid Life Insurance
401(k)
Paid Time Off benefits
Free access to our state-of-the-art onsite workout facility
Product discounts
Wellness programs

EOE/M/W/Vet/Disability PI134591477

Keywords: Johnson Health Tech North America Inc, Madison , Customer Technical Support Operations Specialist, Other , Madison, Wisconsin

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