Customer Care Optimisation Analyst - Sweaty Betty - 7M FTC

Overview

We burst onto the scene as the OGs of female-first activewear back in 1998. And since then, we've been on a global mission to empower women through fitness and beyond. By uniting a global community of women - our sisterhood - together we encourage one another to embrace our bodies and everything we can do with them.

Our sisterhood treats every day like it's made for moving, and we're always pushing to do better too. Like using responsibly sourced materials, launching our first ever FemTech collection - designed to keep you moving through menstruation, maternity and menopause - and supporting girls from all backgrounds to get into sport through our Sweaty Betty Foundation.

This is an exciting opportunity to join us as a Customer Care Optimisation Analyst as we continue our mission to empower women through fitness and beyond. You in?

Values

• WE REALLY CARE
• FIRST, BEST, BRAVEST
• OUR STRENGTH IS IN EACH OTHER
• STAND UP, SPEAK UP, SHOUT OUT

About the Role

You are a highly adaptable and flexible professional, someone who is comfortable in sharing best practices with authority and confidence. This is a remote working role, so being comfortable with communicating virtually with other teams and key stakeholders is essential.

Primary Duties

• Participate in system implementation projects including but not limited to requirements documentation, systems configuration, test documentation and execution, issue identification and resolution.
• Partner with leadership to identify contact center operational efficiencies and improvements with a focus on customer centricity.
• Partner with Product Owners on development and enhancements of contact center technologies.
• Administer, support, troubleshoot and train contact center technologies including but not limited to customer relationship management, telephony, order management system, workforce management and reporting tools.
• Utilize appropriate methodologies for collecting, analysing, and presenting data and information by making use of reporting tools.
• Produce and maintain reports to show contact center performance.
• Responsible for ad hoc reporting as requested by leadership.
• Automate reporting from contact center tools where possible.
• Interact with vendors to ensure business technologies are operating at optimal performance. Research and provide in depth analysis of new potential vendors to improve operations.
• Partner with the business to deliver relevant customer insights obtained by the contact center.
• Perform duties consistent with the Company's AAP/EEO goals and policies
• Perform other duties as required/assigned by manager

Must Haves

• Attention to detail
• Ability to translate data into insights
• Operations support
• Customer obsessed and resolution focused
• Highly self motivated and hungry to learn
• Excellent communication skills with all stakeholders
• A friendly and professional demeanour
• Problem solving and thinking outside the box
• Ability to work under pressure in a fast paced environment
• Utilising multiple systems
• Ability to work towards set KPI's/targets

Our DEI Commitment

We are working to create a culture and team that represents our mission of empowerment. We want to celebrate our diversity, embody inclusion and create an equitable business. This means doing more and working harder to make the long lasting changes necessary. We care about our people, our community and world.

We want to stand up for what we believe in and give our people a platform to use their voice. To actively listen and learn from what they have to say. This involves focusing on learning, development, and progression across the business. Being clear on the responsibilities we hold each other and to our community. It also means being committed to equal employment opportunities. Ensuring we consider ALL applicants for jobs and working harder to make our job advertising more inclusive.

Our DEI mission is "to embed diversity, equity and inclusion at the heart of our business. To create a culture of belonging that empowers everyone to be their best authentic self. We commit to celebrating different perspectives and to continuously learning, developing and challenging ourselves and our partners."

We know we're on a journey. And far from perfect. But we want to be a part of the solution to the problem. It might not be comfortable or straightforward. But if we weren't up for doing the hard work and breaking the mould, we wouldn't be Sweaty Betty. We are committed to working across our business and with our DEI committee & DEI Collective to be champions, allies and inclusive, always. Because when we say all, we mean it.