Senior Contact Center Systems & Analytics Lead

O'Reilly Auto Parts; Springfield (MO); On-site; USD 95,000 - 125,000; Full time

Benefits offered by this job

Paid time off

401k with employer contributions

Medical insurance

Dental insurance

Vision insurance

Tuition assistance

Job summary

O'Reilly Auto Parts seeks a Senior Customer Service Analyst to implement, maintain and optimize contact center systems, including telephony, CRM, WFM, QA and reporting platforms. Focus on data integrity, system performance and operational efficiency.

You will partner with business and IT leaders, manage access and security, support deployments, develop dashboards and analytics, and document standards while coordinating with vendors to meet SLAs.

Qualifications

• High school diploma or equivalent required.
• 3+ years supporting or administering contact center systems, business applications or related technology.
• Strong analytical and problem-solving skills.
• Attention to data accuracy and detail.
• Ability to troubleshoot issues and identify root cause.
• Ability to manage multiple priorities, projects and deadlines.

Responsibilities

• Administer, configure and maintain contact center systems including telephony, CRM, WFM, QA and reporting platforms.
• Monitor system performance, troubleshoot issues and coordinate resolution with IT partners.
• Develop and maintain reporting, dashboards, analytics and performance metrics.
• Ensure data integrity and accurate flow of information across platforms.
• Partner with leaders to identify system requirements and opportunities for improvement.
• Support system implementations, upgrades, testing, releases and optimization.
• Manage system access, roles and security per policies.
• Evaluate capabilities and recommend efficiency improvements.
• Maintain documentation and training materials.
• Coordinate vendor relationships and SLAs.
• Perform other duties as assigned.

Skills

Analytical thinking

Data accuracy

Root cause analysis

Documentation

Cross-functional collaboration

Problem solving

Multi-priority management

Education

Bachelor's degree in IT, Business, CS, Data Analytics or related field

High school diploma or equivalent

Tools

CRM systems

Telephony platforms

WFM software

QA tools

Reporting tools

Job description

O'Reilly Auto Parts seeks a Senior Customer Service Analyst to implement, maintain and optimize contact center systems, including telephony, CRM, WFM, QA and reporting platforms. Focus on data integrity, system performance and operational efficiency.

You will partner with business and IT leaders, manage access and security, support deployments, develop dashboards and analytics, and document standards while coordinating with vendors to meet SLAs.