customer Operations analystAvid Technology

It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
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 .
JOB SUMMARY
The Avid Customer Operations Team's charter is to drive operational efficiency and strategy to support the Global Customer Care, Customer Success, Learning Services, and Professional Services organizations within the Avid Customer Experience & Customer Success organization. As a Customer Operations Analyst you will be responsible for assisting in the ongoing strategic operations of the Worldwide Customer Experience & Customer Success teams, including support resource planning, 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 (DOMO, Snowflake) to assist in the continuing operations of a geographically diverse team, drive performance improvements, and communicate results to management.
The ideal candidate has a passion for customer support delivery efficiencies and operations, has experience working with SFDC reports and business intelligence tools, with a focus on drawing out team efficiencies utilizing data insights.
About the Job:
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.
Conversion of existing analysis into reliable and reusable Business Intelligence assets.
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.
About You:
Interpersonal skills to interact with management and project or program team members
Analytical and problem-solving skills
Strong ability to analyze data and propose operational improvements based on results
Understanding of support center operations and best practices a plus
Technical writing and terminology standardization
Education & Experience
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.
Strong Organizational skills: Ability to multitask, prioritize, and plan tasks to effectively deliver assignments and requests in a timely manner.
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.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Avid Technology

Manila City, Metro Manila
Permanent
Full-time