Sr Customer Service Analyst

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

The Sr Customer Service Analyst will be responsible for implementing, maintaining and optimizing contact center systems. This will include things such as telephony, CRM, WFM, quality assurance, reporting, analytics, ensuring system performance, data accuracy, operational efficiency and other requirements that may align with business needs.

Essential Job Functions

• 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 to support business decisions and track productivity.
• Ensure data integrity, system integrations and accurate flow of information against contact center platforms.
• Partner with leaders on both business and IT to identify system requirements, enhancements and opportunities to improve processes.
• Support system implementations, upgrades, testing, system releases and ongoing optimization efforts.
• Manage system access, user roles and security within accordance to company policies.
• Evaluate system capabilities and recommend solutions that improve efficiency for both customers and team members.
• Maintain documentation, processes and system standards while supporting training and adoption of new functionality.
• Maintain relationships with technology vendors and coordinate issue resolution, enhancements and service level expectations.
• Perform other duties, projects and responsibilities as assigned to support the needs and priorities of the department and organizational leadership.

Attend Company Meetings And Functions As Needed.

SKILLS / EDUCATION / EXPERIENCE

Required

• High school diploma or equivalent
• Working knowledge of telephony, CRM, WFM, QA, reporting and analytical systems
• Familiarity with system administration, configuration, testing and troubleshooting
• 3+ years supporting or administering contact center systems, business applications or related technology
• Strong analytical and problem-solving skills
• Attention to detail and data accuracy
• Ability to troubleshoot issues and identify root cause
• Ability to manage multiple priorities, projects and deadlines
• Strong organizational and documentation skills
• Ability to work effectively with both technical and non-technical team members
• Ability to identify opportunities to automate and streamline processes

Desired

• Knowledge of aftermarket automotive industry
• Bachelors degree in IT, Business, Computer Science, Data Analytics or a related field
• Relevant certifications in contact center technology (CRM, WFM, analytics or project management)
• Knowledge of contact center platforms, cloud technologies, BI tools and system integrations
• Experience administering multiple contact center platforms
• Experience managing technology, vendors and third-party partnerships
• Advanced reporting and data visualization skills
• Project management and process improvement skills

O’Reilly Auto Parts has a proven track record of growth and stability. O’Reilly is full of successful career stories and believes in a strong promote-from-within philosophy, encouraging you to grow your career along with the organization.

Total Compensation Package

• Competitive Wages & Paid Time Off
• Stock Purchase Plan & 401k with Employer Contributions Starting Day One
• Medical, Dental, & Vision Insurance with Optional Flexible Spending Account (FSA)
• Team Member Health/Wellbeing Programs
• Tuition Educational Assistance Programs
• Opportunities for Career Growth

O’Reilly Auto Parts is an equal opportunity employer.

The Company does not discriminate on the basis of race, religion, color, national origin or ancestry (including immigration status or citizenship), sex, sexual orientation, gender identity, pregnancy (including childbirth, lactation, and related medical conditions,) age (40 and over), veteran status, uniformed service member status, physical or mental disability, genetic information (including testing or characteristics) or another protected status as defined by local, state, or federal law, as applicable.

Qualified individuals with a disability may be entitled to reasonable accommodation under the Americans with Disabilities Act. If you require a reasonable accommodation during the application or employment process, please send an email to: [e-mail] or call [phone] option , and provide your requested accommodation, and position details.