Experienced Customer Service Systems Operations Analyst – Empowering Exceptional Customer Experiences

At arenaflex, we're dedicated to empowering those who strive for more, and our values - Act Sustainably, Celebrate the Wins, Fight on Together, Love Athletes, and Stand for Equality - serve as both a roadmap for our teams and the qualities expected of every teammate. 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. That means developing, delivering, and selling the state-of-the-art products and digital tools that make top performers even better.

Join our team and contribute to an unrivaled service experience for our customers.

As a Customer Service Systems Operations Analyst at arenaflex, 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 arenaflex team to help guide process improvement, product, and service offerings.

Key Responsibilities:

- Participate in the design and implementation of performance standards to drive continuous improvement. - Evaluate and monitor customer contact drivers and report out to arenaflex leadership to inform strategic decisions. - Support Telephony and IVR upkeep and enhancements to drive continuous improvement. - Monitor Telephony systems to ensure consistent performance and identify areas for improvement. - Ensure Hours of Operation are accurate across various campaigns to provide seamless customer experiences. - 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 to inform coaching and development opportunities. - 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 to ensure they have the skills and knowledge needed to succeed. - Partner with Operations Team to gather contact data, reporting out on KPI's on a daily and weekly basis to inform business decisions. - 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 and identify areas for improvement. - 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:

- Exceptional oral, written, and interpersonal communication skills including the ability to summarize and report on data, influence and negotiate, and present information to various levels within the organization. - 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 (Word, Excel, Outlook, PowerPoint, Planner). - 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.

Work Environment and Culture:

-

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. arenaflex is committed to helping our teammates succeed and advance in their careers. Base salary is only one component of our competitive Total Rewards package.

Benefits and Perks:

- Paid "arenaflex Give Back" Volunteer Days: Work alongside your team to support initiatives in your local community. - arenaflex Merchandise Discounts - Competitive 401(k) plan matching - Maternity and Parental Leave for eligible and FMLA-eligible teammates - Health & fitness benefits, discounts, and resources: We offer teammates across the country programs to promote physical activity and overall well-being.

Our Commitment to Diversity:

arenaflex is 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, pregnancy (including childbirth, lactation, and related medical conditions), 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. arenaflex 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. If you're passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding role, apply to this position today! Apply for this job