Note: The job is a remote job and is open to candidates in USA. O'Reilly Auto Parts is seeking a Senior Customer Service Analyst to support its contact center technology environment. The role implements, maintains, and optimizes telephony, CRM, workforce management, quality assurance, reporting, and analytics systems while ensuring data accuracy, system performance, and operational efficiency.
Responsibilities
- 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
- 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
- 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
Benefits
- Paid Time Off
- Stock Purchase Plan
- 401k with Employer Contributions Starting Day One
- Medical, Dental, & Vision Insurance
- Optional Flexible Spending Account (FSA)
- Team Member Health/Wellbeing Programs
- Tuition Educational Assistance Programs
- Opportunities for Career Growth
Company Overview
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