customer care Operations analystAvid Technology

Customer Care Operations Analyst
Job Description (Role Profile)
Avid is looking for a Customer Experience & Customer Service Operations Analyst to join its Customer Operations team! As part of a team based in the Philippines, you will be responsible for assisting in the ongoing strategic operations of the Worldwide Customer Experience & Customer Services teams, including support resource scheduling, report creation and analysis, and assisting in management of KPI's and metrics. The successful candidate will utilize data from Avid's Case Management tool (SalesForce.com) and agent information managed using Microsoft Office tools, and Avid's suite of Business Intelligence tools to assist in the continuing operations of a geographically diverse team, drive performance improvements, and communicate results to management.
Responsibilities and Duties
Find solutions to complex issues, often requiring innovative thinking and careful consideration before outlining plan.
Provide regular and ad-hoc agent performance analysis within SFDC, Five9, and DOMO as well as Excel using functions such as pivot tables, vlookup, if statements. etc.
Maintenance of master agent skillset and shift roster.
Contact on-point for all issues regarding agent schedules.
Work with Regional and GSC Management to coordinate hourly agent staffing and scheduling.
Qualifications and Skills
Bachelor's Degree or equivalent work experience (1-3 years)
1-3 years workforce management or staff scheduling experience.
Working knowledge of Business Intelligences tools, SFDC reporting and Microsoft Excel.
Experience with Five9 Supervisor a plus.
Strong Organizational skills: Ability to multitask, prioritize, and plan tasks to effectively deliver assignments and requests in a timely manner.
Problem-Solving Skills: Ability to react when problems arise or be ready to anticipate problems before they happen.
Communication Skills: Experience working with people at all levels in an organization on a global scope.
Avid is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
About Avid
Avid makes technology and collaborative tools so creators can entertain, inform, educate and enlighten the world. Our customers are the visionaries behind the most inspiring feature films, television programs, news broadcasts, televised sporting events, music recording and live concerts. To learn how Avid powers greater creators or for more information, visit avid.com.