Operations Specialist SCS

Job Description

Operations Specialist SCS

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Posted Date: Feb-18-2022

Job ID: 23502

Job Function: Call Center

City: Virtual

State: Washington

Store: SCS Virtual WA Geo D

Remote Eligible: Yes

Please visit the Covid-19 Hiring Updates before applying

What's cool about this job

An Operations Specialist contributes to REI’s success by supporting daily operations of Sales & Customer Support. This job is responsible for building solid relationships across the division, analyzing our contact volume trends, and ensuring that we have the right people in the right places to keep the customer at the center and meet stated performance targets. This job accesses confidential employee information and corporate systems. Employees in this position will work collaboratively with their peers and other employees at REI using strong written and verbal communication skills. This job will require multi-tasking, working with agents while using multiple systems. Models and acts in accordance with REI’s guiding values and mission.

Work Schedule: Two open positions. One will be 1:30 pm - 10:00 pm PST, the other will be a mid day shift starting between 10 am PST and 1:30 pm PST. Candidates Choice of four 10.5 hr shifts or five 8.5 hour shifts

Your Planning & Navigating Requirements (the plans the job is responsible for creating and executing, and how the job ensures they are implemented)

· Monitor volume from all channels in real time and anticipate changes in the environment, ensure all service levels and priorities are met, and manage staff to ensure they are on the assigned task at all times.

· Accurately process WFM schedule adjustments in a timely manner to include absences and tardiness and all other appropriate skill and segment updates.

· Analyzes intra-day staffing and contact patterns to take appropriate action to ensure business goals are met .

· Provides employee schedule activity trends feedback to Supervisors for coaching and training opportunities and keeps all Supervisors appraised of any situations that could affect the Supervisor or their staff members

· Compile ad-hoc reporting for Management team as needed.

Bring your passion and expertise

• 1+ years of previous contact center experience
• 1+ years experience working with one or more Workforce Management Systems such as Aspect/Alvaria, IEX, Nice
• 1+ years experience in Workforce Management role
• Strong familiarity with Excel, Outlook, Teams and other Microsoft programs
• Strong numerical and analytical skills
• Familiarity with Workforce Management systems such as Aspect, CSM Avaya, Gladly, etc.
• Demonstrated ability to multi-task using a computer and ability to navigate through multiple screens
• Ability to deliver feedback in a positive manner
• High level of detail with a focus on organization and prioritization of work to consistently accomplish both individual and team goals
• Actively participates and collaborates with others on one's owns team and across REI for the achievement of business goals.
• Flexible in one's viewpoints and positions to support the direction taken by others at REI
• Uses business knowledge, innovative thinking and sound judgement in the solution of problems or 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
• Works smart by setting effective work goals, establishing priorities and planning well 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 varous 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 quo, champions change and influences others to change
• Ability to interpret and present data from Aspect, Gladly, Avaya, etc. to various stakeholders
• Ability to influence stakeholders based on data

At REI we offer an enviable work environment that Fortune Magazine has recognized on the "100 Best Places to Work" list since the award's inception – 23 years in a row! Sure, we work hard, but it’s balanced with time off to play—a strategy that works for us as we continue to grow and thrive. Want to enjoy a workplace where you can be yourself, be heard and be respected while having a job that challenges you? This is the place.

With more than 160 retail locations (and growing), REI offers unique competitive benefits to its more than 15,000 employees, including healthcare, gear and apparel discounts, free equipment rentals and challenge grants to help employees reach personal outdoor goals, generous retirement plan contributions, public transit subsidy, adoptions assistance, paid sabbaticals, and more.

REI is an Equal Opportunity Employer

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