Best Buy Real Time Operations Specialist in Richfield, Minnesota

525167BR

Job Title:

Real Time Operations Specialist

Location Number:

986010-120-ECC-Support

Job Description:

Employees in Enterprise Customer Care (ECC) are experts at making people’s day.

When customers feel welcome, understood, appreciated and helped, that’s a good day at Best Buy. Employees in ECC are constantly delivering the industry’s best and most responsive customer service & sales experience. When you join our team, you’ll have the unique opportunity to support our agents who speak with hundreds of customers each week, learn everything there is to know about our amazing company and share your insights to improve our business. If that sounds like your kind of fun, you’ll fit right in.

Service Specialists leverage technical tools/systems to monitor real-time operational performance and make adjustments to allocated resources to achieve optimal service levels with staffing resources available. The Service Specialists monitor agent performance across all Enterprise Customer Care supported contact centers to ensure the scheduled and forecasted plan is working as designed. They communicate contact center performance and related system issues or insights to ensure current performance is shared with the appropriate business/support teams.

Key Responsibilities:

  • Optimize Service level performance for internal and vendor/partner sites on all business channels; including approximately 8500 workers at partner sites by proactively allocating resources to ensure optimal service levels, staffing and expense results

  • Leverage technical tools to interpret and analyze data ( i.e. Service Level Agreement, Average Hold Time, After Call Waiting and Schedule Adherence) and implement contingency plans affecting contact centers and engage appropriate teams to resolve systematic issues

  • Provide recommendations to improve real-time and operational efficiencies through benchmarking with external call sites and internal business partners including peers and managers, with occasional interaction with upper level leaders

  • Establish and maintain communication channels regarding events that impact contact volumes

  • Support and implement business continuation/disaster recovery plans & SOPs for call routing

  • Support 24/7 business operations which requires on call support rotation after business hours.

  • Navigate and implement changes to call/contact routing in Cisco ICM, Virtual Hold, 24/7 PxAssist (chat) and other related systems

  • Back-up IVR team and assist with testing and troubleshooting of IVR (coding on back-end)

Experience Required:

  • High School Diploma or Equivalent

  • Excellent written and verbal communication skills

  • 3 yrs of Best Buy call center or 4 years of outside call center experience- and/or

  • 2 yrs of data analytics experience- and/or

  • 2 yrs of of contact center operations experience

  • The ability to work on call shifts that include evenings, weekends, and/or holidays

Technical Skills required :

  • Proficient in Microsoft Office Applications

  • Strong technical aptitude

Preferred Experience:

  • Previous experience working with Avaya CMS

  • Previous experience importing and exporting data between applications and providing analytical support

  • Previous experience preferred working with WFM scheduling software. (i.e. Aspect, NICE, Verint, etc.)

Req #:

525167BR

Address Line 1:

7601 Penn Avenue South

City:

Richfield

State:

MN

Zip:

55423-8500

Job Level:

Individual Contributor

Employment Category:

Full Time

Brand:

Best Buy

Job Search Categories:

Corporate Jobs, ECC - Enterprise Customer Care