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Senior Manager
American Eagle Outfitters
Pittsburgh, PA, United States
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The Sr/Manager – Customer Care Reporting & Forecasting is responsible for delivering the tools necessary to collect and analyze data on customer care engagement. This role will be a key resource in providing insight and recommendations to the business in order to ensure that the customer experience is of the highest quality. This position is responsible for developing strategy and future vision in partnership with the Sr. Director – Global Customer Care.
RESPONSIBILITIES:
• Develop and implement appropriate processes, systems, and tools to meet the reporting and analytical needs of the Customer Care department
• Meet with internal and external business partners to address reporting needs, pain points, and requirements
• Continually develop customer focused, value-added reporting and analysis
• Partner with Business Partner Outsourcing centers to ensure all data is being captured and reported accurately
• Establish a formal line of communication for reporting and forecasting data to be shared with internal and external partners
• Partner with business/budget owners, along with finance team members, to develop reporting needs
• Analyze the daily Service Levels and Key Performance Indicators from the Business Partner Outsourcing Centers to ensure the AE customer receives industry-best service
• Responsible for financial planning and strategic forecasting to create Workforce Management plans
• Responsible for collection, storage, and interpretation of data for department KPIs / SLAs
• Oversee reporting and dashboarding to identifying drivers for customer issues
• Communicate feedback through reporting to identify areas of opportunities and efficiencies
• Deliver dashboards, forecasts, and recommendations based on analysis
• Partner with cross-functional analytics teams in order to gather 360 view of customer
• Provide recommendations to business
• Consolidate CSAT/Survey Data for Engagement team and Partners to action on
• Deliver Quality, Budget, and Training Performance Data
• Deliver Reporting Audits relative to the various components of Internal Fraud
• Communicate with intermediate parties and contact center employees to understand customer concerns
• Work as customer advocate on all projects
• Additional responsibilities as assigned
QUALIFICATIONS:
• Bachelor’s Degree in Business Administration, Analytics, or related field
• 7+ years of related experience in customer care environments
• Oracle Service Cloud experience a plus, but not required
• Basic operating knowledge of database operation, creation and reporting
• Strong ability to influence and take ownership
• Demonstrate collaborative skills and ability to work well within a team
• Strong analytical, prioritizing, interpersonal, problem-solving, organizational and presentations skills
• Strong verbal and written communication skills
• Ability to work in a fast-paced and deadline-oriented environment
• Self-motivated with critical attention to detail and deadlines
• High degree of proficiency MS Office Suite, Outlook & Internet applications
• Travel is required
American Eagle Outfitters is an Equal Opportunity Employer