Experienced Client Care Execution Examination Expert – Web & Cloud Application Development

Job Description:

Join arenaflex in Revolutionizing Client Care Experience

At arenaflex, we're on a mission to redefine the client care experience by harnessing the power of data-driven insights and innovative technology. As an Experienced Client Care Execution Examination Expert, you'll play a pivotal role in driving execution enhancements across our client assistance association. If you're a detail-oriented, analytical, and results-driven individual with a passion for client care, we invite you to join our dynamic team.

Position Synopsis:

The Client Care Execution Examination Expert is a critical role that reports into the Client Service Labor force Arranging and Examination (WPA) division, directing examination and exploration of individual Client Service Crewmembers' execution. As an Expert, you'll be responsible for all exploration necessary to provide understanding and sound suggestions to Client Service Administration to drive execution enhancements across the Client assistance association.

Key Responsibilities:

* Research execution measurements of Crewmembers, including (but not limited to) average handle time (AHT), escalation out calls, after-call work (ACW), First Call Resolution (FCR), Consumer satisfaction Scores (CSAT), and other measurements considered pertinent to the current business reasoning or things important to illustrate a Crewmember's general performance within Client care

• Research constancy measurements of Crewmembers, including (but not limited to) participation; consistency; login/logout; no-call, no-show; banner reasons; time away things; additional time, and other measurements considered pertinent to the current business reasoning or things important to illustrate a Crewmember's general trustworthiness within Client care
• Identify connections between Client assistance measurements using data analysis to drive interaction and execution upgrades
• Create dashboards and reporting at various levels across the Client assistance Venture, including Colleague measurements
• Work collaboratively with a team of Examiners to automate reporting for all Client care measurements using Tableau/Power BI/Snowflake
• Create all reporting necessary to manage prize and acknowledgment programs for Client care, answering to screen the effectiveness of the acknowledgment program, remembering suggestions for improving the effectiveness of the acknowledgment program
• Participate in Contact Center as a Service (CCaaS) execution to create reporting and dashboards that identify client patterns based on plans from CCaaS
• Other duties as assigned

Essential Experience and Capabilities:

* High School Diploma or General Education Development (GED) Recognition

• One (1) year of prior investigator or applicable experience
• Competitors should demonstrate Data Analysis, Data Storytelling, and SQL Coding expertise in a work test evaluation
• Excellent verbal and written communication skills
• Exhibit capability in reading, writing, and communicating in English
• Willingness to travel to the office on a case-by-case basis due to mandatory office days, training phases, meetings, etc.
• Ability to provide one phone line and a high-speed internet connection essentials of:

+ Without VOIP: minimum 1.5 Mbps download and 256K upload speed + With VOIP: minimum 3 Mbps download and 512K upload speed

• Essential knowledge in Data Visualization (like Tableau, Qlik, PowerBI), and SQL
• Shown insight in data storytelling using a complex dataset to present insights, patterns, or trends
• Middle-level Microsoft Excel (formulas, pivot tables, data validation, combining datasets)
• Ability to provide a safe and professional home-workplace, free from background noise and interruption
• Extremely energetic individual, fit for stepping up to the plate, adaptable within a continually changing climate
• Ability to manage and prioritize multiple tasks simultaneously
• Effective analytical skills including the ability to collect and decipher data, identify trends, create and present business insights leading to business strategies
• Experience in contact center measurements, processes, and reporting
• Strong empathy, the ability to focus on all aspects of a project, regardless of how small, and produce quality work free from errors and discrepancies
• Proactively recognize data quality, ability to evaluate the reliability and importance of the data sources to ensure that the collected data is accurate and representative of the target population
• Available for occasional short-term travel (10%)
• Adaptable and willing to work at any time, including evenings, weekends, and holidays
• Should pass a ten (10) year background check and pre-work drug test
• Should be legally qualified to work in the country in which the position is located
• Approval to work in the US is required. This position is not qualified for visa sponsorship

Preferred Insight and Capabilities:

* Four-year certification in a related field

• Two (2) years of examiner experience, ideally in the airline/travel industry or a contact center
• Two (2) years of client assistance, sales, finance, or airline experience
• Experience in Microsoft Dynamics and Streams
• Knowledge of Avaya CMS dataset things and estimations or Amazon Associate contact records
• Knowledge of Angle Planning Suite
• Ability to work independently and in a high-pressure group climate
• Crewmember Assumptions:

+ Regular participation and dependability + Likely need to work flexible hours and be available to answer without prior warning + Willingness to keep a professional appearance + While working or going on arenaflex flights, and assuming time allows, all able Crewmembers are expected to assist with light cleaning of the airplane + Should be a suitable hierarchical fit for the arenaflex culture, that is to say, display the arenaflex values of Safety, Mindfulness, Respect, Enthusiasm, and Fun + Advance arenaflex's #1 value of safety as a Health Diplomat, supporting arenaflex's Health Management Framework (SMS) components, Health Strategy, and conduct norms + Recognize health and safety concerns, issues, incidents, or risks that should be reported and report them as soon as possible and without hesitation including arenaflex's confidential reporting frameworks (Flight Health Activity Program (FHA) or Safety Activity Report (SAR))

Hardware:

* PC and other office hardware

Workplace:

* Expected to satisfy a mix of work from home and office to satisfy necessary collaboration or otherwise if encountering technical difficulties at home

• Should provide a safe and professional work-at-home climate, free from background noise and interruption

Physical Exertion:

* Generally not needed, or as much as 10 pounds occasionally, 0 pounds regularly. (Inactive)

Apply Now:

If you're a motivated and detail-oriented individual with a passion for client care, we invite you to apply for this exciting opportunity. Join arenaflex in revolutionizing the client care experience and take your career to new heights. Apply Job! Apply for this job