**Experienced Customer Service Systems Operations Analyst – Web & Cloud Application Development**

Are you a results-driven professional with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join blithequark's team as an Experienced Customer Service Systems Operations Analyst. In this role, you will play a vital part in shaping the future of customer service at blithequark, leveraging industry-leading tools and innovative approaches to drive unparalleled service experiences for our customers. **About blithequark** At blithequark, we empower individuals who strive for more, and our values serve as a roadmap for our teams and the qualities expected of every teammate. Our pursuit of better begins with innovation, and our team's mission is to be the best. With us, you get the freedom to go further – no matter your role. That means developing, delivering, and selling state-of-the-art products and digital tools that make top performers even better. **Job Summary** As an Experienced Customer Service Systems Operations Analyst, you will contribute to an unrivaled service experience for our customers by leading initiatives that strive to make every customer touch point a rewarding experience that reinforces and builds brand loyalty. You will help set up programs that establish a culture of improving efficiency and share consumer feedback to the larger blithequark team to 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 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 excel in their roles. - Partner with Operations Team to gather contact data, reporting out on KPI's on a daily and weekly basis to inform strategic 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 to ensure all teammates are aligned and working towards common goals. - 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 to ensure seamless onboarding experiences. - Partner with IT to troubleshoot agent system issues to ensure business continuity. - Support agents experiencing Telephony issues, partner with leadership to solve issues and ensure timely resolution. - Coordinate and facilitate contact calibration sessions for contact center staff to ensure consistency and quality in customer interactions. - Organize and direct focus groups to solicit feedback from customer service representatives to inform process improvements and product development. - 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 Company Culture** - **Location:** Fully Remote - **Relocation:** No relocation provided - **Base Compensation:** $20.63 - $28.37 USD - **Benefits & Perks:** - Paid "UA Give Back" Volunteer Days: Work alongside your team to support initiatives in your local community - Under Armour 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:** At blithequark, we are 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. **How to Apply** If you are a motivated and results-driven professional with a passion for delivering exceptional customer experiences, we invite you to apply for this exciting opportunity. 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