Job Details

Customer Service Systems Ops Analyst

At Under Armour, we are committed to empowering those who strive for more, and the company's values serve as both a roadmap for our teams and the qualities expected of every teammate. Our values define and unite us, and our pursuit of better begins with innovation and with our team's mission of being the best. With us, you get the freedom to go further - no matter your role.

The Customer Service Systems Operations Analyst is responsible for contributing to an unrivaled service experience for our customers. Using industry leading tools, you will lead initiatives that strive to make every customer touch point a rewarding experience that reinforces and builds brand loyalty. You will help setup programs that establish a culture of improving efficiency and share consumer feedback to the larger UA team to help guide process improvement, product, and service offerings.

Your impact includes:

• Participate in the design and implementation of performance standards.
• Evaluate and monitor customer contact drivers and report out to UA leadership.
• Support Telephony and IVR upkeep and enhancements to drive continuous improvement.
• Monitor Telephony systems to ensure consistent performance.
• Ensure Hours of Operation are accurate across various campaigns.
• Collaborate with Contact Center leadership on reporting and dashboards to drive meaningful performance data insights.
• Use KPI data to compile and track performance at both the team and individual levels.
• Collaborate with the Contact Center Leadership and Training partners to evaluate current and on-going training needs based on contact monitoring data.
• Participate in training programs for new and current teammates.
• Partner with Operations Team to gather contact data, reporting out on KPI's on a daily and weekly basis.
• Share trend data and solutions regarding customer needs, quality standards, and coaching opportunities with customer service leadership team to improve the overall quality of contacts.
• Attend weekly meetings and report on the issues of the week so all teammates are in alignment.
• Monitor intraday performance in queues to ensure Service Levels and allocation is achieving balance across operations and channels.
• Monitor agent behaviors to optimize efficiency.
• Support the Operations team in technical onboarding of new hires and upkeep systems.
• Partner with IT to troubleshoot agent system issues to ensure business continuity.
• Support agents experiencing Telephony issues, partner with leadership to solve issues.
• Coordinate and facilitate contact calibration sessions for contact center staff.
• Organize and direct focus groups to solicit feedback from customer service representatives.
• Ensure staffing is aligned with volume across multiple channels of communication: phone, chat, SMS, and Web to case, as needed.

Qualifications include:

• Exceptional oral, written, and interpersonal communication skills.
• Ability to actively listen, synthesize information, and present thoughts to teammates in a constructive, actionable way.
• Ability to excel in a fast-paced team environment, manage multiple priorities, and meet deadlines.
• Ability to evaluate contact center processes, make recommendations on how to improve, and measure success.
• Intermediate level of knowledge/expertise with Microsoft Office software.
• Intermediate level knowledge in Salesforce, Five9 (or similar telephony system), and Qualtrics preferred.
• Familiarity with KPI's such as Service Levels, Average Handle Time, and Average Speed of Answer.
• Data Analysis experience preferred.
• Experience in Telephony and IVR Support preferred.

Workplace Location: Fully Remote

Relocation: No relocation provided

Base Compensation: $20.63 - $28.37 USD Most new hires fall within this range and have the opportunity to earn more over time. Initial placement within the salary range, however, is based on an individual's relevant knowledge, skills and experience for the position. UA is committed to helping our teammates succeed and advance in their careers.

Benefits & Perks:

• Paid "UA Give Back" Volunteer Days
• Under Armour Merchandise Discounts
• Competitive 401(k) plan matching
• Maternity and Parental Leave for eligible and FMLA-eligible teammates
• Health & fitness benefits, discounts and resources

Our Commitment to Diversity: At Under Armour, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion or belief, sex, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, family or paternal status and any other characteristic protected by applicable law. Under Armour seeks to recruit, develop and retain the most talented people representing a wide variety of backgrounds and perspectives. Reasonable accommodations are available for applicants with disabilities upon request.