Job Description

Position Summary...

What you'll do...

Executes special projects for the contact center by collaborating with leadership on project requirements; coordinating with necessary cross-functional
teams; researching trends to determine potential areas of opportunity; working with leadership to develop project plans; assisting in project
implementation; and tracking and reporting on individual project work.

Responds to and follows up on incoming specialty process and support requests by monitoring incoming requests; independently researching
complex issues; researching root causes of issues that impact operations and determining resolution; analyzing data captured and tracked for
incoming specialty and escalated process and support requests; determining concerns to escalate to proper departmental leadership for resolution;
communicating large-scale issues to expedite responses for future calls; maintaining issue and resolution data for root cause analysis and future
resolution improvement; and providing support on development of field communication and knowledge content to mitigate contacts.

Analyzes and reports on incoming contacts and contact resolutions by communicating with business partners to clarify business goals; analyzing
incoming contact data; identifying trends in issues that require additional training for the business on how to avoid errors in the future; communicating
with cross-functional teams to provide resolution for issues verifying data accuracy; recommending solutions within business areas; ensuring that
resolutions meet business requirements; and reporting findings and recommended resolution to business partners.

Provides and supports the implementation of business solutions by building relationships and partnerships with key stakeholders; identifying business
needs; determining and carrying out necessary processes and practices; monitoring progress and results; recognizing and capitalizing on
improvement opportunities; and adapting to competing demands, organizational changes, and new responsibilities.

Models compliance with company policies and procedures and supports company standards of ethics and integrity by incorporating these into the
development and implementation of business plans; using the Open Door Policy; and demonstrating and assisting others with how to apply these in
executing business processes and practices.

Demonstrates up-to-date expertise and applies this to the development, execution, and improvement of action plans by providing expert advice and
guidance to others in the application of information and best practices; supporting and aligning efforts to meet customer and business needs; and
building commitment for perspectives and rationales.



Minimum Qualifications...

Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.

2 years' experience in retail, merchandise, customer support, contact center, or a related field.



Preferred Qualifications...

Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

Associates degree in Business Administration, Retail Merchandising, or related field OR 1 year's experience in business management, merchandising, or a related field., Identifying, evaluating, and resolving customer service or supply chain process gaps



Primary Location...

1025 W TRINITY MILLS, CARROLLTON, TX 75006-0000, United States of America