Massachusetts Jobs

As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status.

I. Job Summary

The Customer Experience Operations Analyst has overall responsibility for the Call Center's reporting and analytics, driving continual improvements and efficiencies to achieve superior service for our customers.

II. Essential Duties and Responsibilities

To perform this job successfully, an individual must be able to perform the assigned essential duties satisfactorily. Other minor duties may be assigned, and duties may vary by department.

Develop and manage reporting and analytics scorecard.

Manage agent scheduling and adherence.

Manage knowledge management tools for WM Cares and the Setup Team and working across the Customer Experience organization to drive consistency in form and content.

Provide back-up support to Customer Experience Area Manager and Service Manager.

Analyze and identify performance improvement opportunities across center including agent performance variation to drive overall efficiency and effectiveness.

Implement process improvements which include time studies, create SQL queries for gaps in development.

Provide analytical support to Digital Setup Operate and front-end sales support to increase automation and data entry efficiencies.

Establish and enforce supervisory routines.

III. Supervisory Responsibilities

This job has no supervisory duties.

IV. Qualifications

The requirements listed below are representative of the qualifications necessary to perform the job. Must live and work in the US.

A. Education and Experience

Education: Bachelor's Degree (accredited), or in lieu of degree, High School Diploma or GED (accredited) and 4 years of relevant work experience.

Experience: 3 years of Customer Service/Call Center work experience (in addition to education requirement).

B. Certificates, Licenses, Registrations or Other Requirements

None required

C. Other Knowledge, Skills or Abilities That Contribute to Success

Call center or customer service experience and supervisory/management skills required.

Strong knowledge of customer satisfaction drivers and strategic planning to achieve desired business results.

Excellent skills in organization, analytical, prioritization, time management and multi-tasking.

Excellent level of analytical ability, and interpersonal skills required to build relationships with team members and customers to solve problems and resolve issues.

Self-starter who possesses the ability to work cooperatively with a team.

Effective facilitative leadership skills and experience leading focused projects.

Very good understanding of business processes, tools and techniques required to lead process and technological improvements.

Effective communicator with the ability to lead and influence others.

D. Key Competencies

Building Partnerships - Identifying opportunities and taking action to build strategic relationships between one's area and other areas, teams, departments, units or organizations to help achieve business goals.

Building Trust - Interacting with others in a way that give them confidence in one's intentions and those of the organization.

Decision Making - Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequences.

High-Impact Communication -Clearly and succinctly conveying information and ideas to individuals and groups in a variety of situations; communicating in a focused and compelling way that drives others thoughts and actions through various channels (i.e email and in meetings).

Planning and Organizing -Establishing courses of action for self and others to ensure that work is completed efficiently.

Technical Skills -

• Proficiency in Excel , including advanced functions (e.g., pivot tables, VLOOKUP, INDEX/MATCH, data visualization with charts).

• Experience with SQL for querying and analyzing large datasets.

• Knowledge of Snowflake (or similar data warehouses) to manage and extract data efficiently.

• Familiarity with Power BI or other business intelligence tools for creating reports and dashboards.

• Technical documentation, Ability to document processes, workflows, and findings clearly for both technical and non-technical audiences. Understanding of tools like Lucidchart for creating process flow maps

V. Work Environment

Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Normal setting for this job is REMOTE.

The expected base pay range for this position across the U.S. is $81,000- $109,000. This range represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate’s relevant experience, education, training, certifications, qualifications, and work location.

Benefits

At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.

If this sounds like the opportunity that you have been looking for, please click “Apply.”

Equal Opportunity Employer: Minority/Female/Disability/Veteran