WFM Real Time Analyst
What This Position Is All About:
The Senior Quality Specialist will be at the center of supporting Saks Fifth Avenue and our number one priority of ensuring our clients receive excellent customer experience with every interaction. Every customer interaction should meet our high standards of customer service and the quality program is the key to pushing the boundaries of what our customer service could be achieving. The team member in this position will need to be able to think outside the box, be excited to solve problems, find patterns in data, and coach others to succeed. Saks is here to not only make sure our agents are meeting the basic requirements but find ways to help them exceed expectations for our customers through their own unique strengths.
The Senior Quality Specialist is an integral part in supporting our quality program to drive excellence in our customer experience. This team member will engage in constant data analysis to bring individual, team and program wide feedback and recommendations that will build a consistent top tier customer support experience. They will collaborate on their team to develop new ways to monitor performance and present this data to drive action and motivate agents to always improve. By finding ways to identify strengths, weaknesses, and areas of opportunities consistently for the whole program and each individual, we can become better at tailoring our agents and team experiences with Saks allowing them to succeed with us.
As a Senior Quality Specialist, you will be offered an amazing opportunity of being part of a team tasked with enhancing the legacy style and service that has made Saks Fifth Avenue the number one luxury retailer.
Day to Day Taks:
Helping Strategic Vision (30% of Time):
Admin and Analysis (20% of Time):
How Often You May Travel:
Your Life and Career at Saks:
Education and Requirement:
Proven track record of analytical skills.
Great people skills and ability to communicate (positive and negative) feedback.
Experience in data visualization and an understanding of business metrics and KPIs.
Problem-solving capabilities to create meaningful strategies and improvements.
Experience in supporting large change management projects, preferably focused on policy and
Can embrace diverse backgrounds, ideas and experiences to put inclusion globally at the heart of
Call Center experience is strongly preferred but not required.
Bachelor's degree, commensurate experience, or certifications in quality management or
Thank you for your interest in Saks. We look forward to reviewing your application.