Job Title: Real Time Analyst, Customer Experience
Reports to: Real Time Analyst Supervisor, Customer Experience
Scope: Individual Contributor, P1
Years of Experience: 6+ months
Location: Hybrid - Reno, NV
Schedule: Sunday – Wednesday, 10-hour shift (Sunday starting at 7am; Monday – Wednesday starting at 6am)
Applications will be accepted until 11/21/2023. Due to volume, the posting may get extended or expire early.
Compensation
Pay range: $24.00 - $36.00
Hiring rate: $24.00
At Patagonia, pay ranges are set using the best available market data for the job at the required location.
COVID-19 Vaccinations: Patagonia requires all employees to demonstrate proof of receiving a COVID-19 vaccination as a condition of their employment.
General Summary
The CX Real-Time Analyst (RTA) will be responsible for managing daily schedules in the CX department to meet the needs of our customers and employees. They will use our Workforce Management (WFM) platform (along with other demand planning tools) to ensure that we have the right people, in the right places, at the right times. The RTA will also actively manage contact volume and staffing across our service channels, adjusting schedules to meet daily demand and keep the business running smoothly. The CX RTA will work closely with the CX Scheduler, CX Data Analysts, and rest of the leadership team to achieve optimal service both for our business and customers.
The RTA is an analytical thinker with great communication skills who embodies our mission. In this role you must be passionate about our mission to save our home planet and lead by example, exemplifying our core values every day.
What You’ll Do
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Monitor current and projected service levels and allocate reps, leads, and supervisors to provide an awesome customer experience.
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Deliver reports each day to CX leadership highlighting intraday forecast variance and service levels, with commentary to explain the story behind the numbers.
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Manage the CX sick line and time off requests, updating schedules accordingly.
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Proactively offer shift adjustments to anticipate service levels needs.
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Process same-day requests for schedule changes (meetings, trainings, etc.).
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Ensure our WFM system is updated quickly and accurately with all schedule changes.
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Monitor schedule adherence and work with floor leadership to improve overall performance and productivity.
Soft Skill
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Practice empathetic "active" listening, being fully present in one-on-one and/or team meetings.
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Participate in an environment where everyone can learn from mistakes, voice their opinions, and ask judgment-free questions.
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Value the perspective of team members, even if it is different from your own.
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Build an emotional connection between Patagonia and our customers.
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Create the work environment we want to work in.
Who You Are
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Deeply passionate and committed to saving our home planet.
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Analytical with meticulous attention to detail and a passion for data-driven decision-making.
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Excellent communication skills; written, verbal, and non-verbal (body language).
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Positive self-starter with a mindset for continual improvement.
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Enjoys working with others in a collaborative, team-oriented approach.
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Thrives in an environment with a high level of autonomy, working with little or no supervision.
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Able to prioritize and manage multiple tasks, while also fulfilling day-to-day responsibilities.
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Strong, proactive problem-solving skills; able to anticipate and get in front of business problems.
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Comfortable with ambiguity. Demonstrates flexibility in a changing work environment.
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Willingness to pitch in and help others out during slower work periods.
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Scheduling flexibility to meet the needs of our business.
Experience You Bring
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6+ months in Customer Experience or Order Management Team in a contact center environment required.
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Previous RTA experience preferred.
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Experience with Tableau and/or Power BI.
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Demonstrated proficiency with Microsoft Excel to clean and analyze data, including (but not limited to) formulas, pivot tables, conditional formatting, and sorting/filtering.
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Proficient knowledge of the Microsoft Office suite.
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Demonstrated problem-solving, critical thinking, and decision-making skills.
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Demonstrated track record of taking initiative and an above-and-beyond work ethic during your time at Patagonia.
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Demonstrated competency in communicating with all levels of employees and building strong relationships.
Physical Requirements
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Ability to sit for extended periods of time.
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Ability to look at a computer screen for extended periods of time.
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Ability to remain stationary for extended periods of time, while operating a computer keyboard.
Hours
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Sunday – Wednesday, 10-hour shift (Sunday starting at 7am; Monday – Wednesday starting at 6am)
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Able to work additional hours or a different schedule as needed based on business needs
Equal Employment Opportunity
All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other factors prohibited by law.
Employee Conduct
It is the responsibility of every employee to contribute to a positive work environment through cooperative and professional interactions with co-workers, customers, and vendors.
Equal Employment Opportunity
All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other factors prohibited by law.
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