CULTURE SNAPSHOP:

Broad River Retail is an organization of integrity, diversity and culture working together for the purpose of ‘Furnishing Life’s Best Memories’. At Broad River, we call all our employees “Memory Makers.” We do this because we know everyone that works for our Company has the power to make positive memories not only for our Guests, but also for their families, co-workers, and communities.

We take pride in training and developing our teams so that they can provide a premier customer experience to every guest. Our Memory Makers are the driving force that has led us to being the largest and fastest growing Ashley licensee in the U.S. and landing us on the Top Places to Work list two years in a row in our industry.

AT A GLANE:

The Customer Experience Analyst position ensures that the contact center receives the support and information needed to meet strategic goals. This position is responsible for developing and automating production reports, generating ad-hoc reports on demand, troubleshooting systems issues, and conducting analyses of reports to identify trends and root causes.

Also, the position serves as liaison between the Contact Center and Broad River’s IT team. The Customer Experience Analyst analyzes large amounts of data (from various systems), draws conclusions & make recommendations to leadership to drive results.

The Customer Experience Analyst is extremely proficient with all Microsoft Office applications and is very comfortable with technology.

DAY IN THE LIFE AS THIS MEMORY MAKER:

Business Reporting & Analysis

• Generate ad-hoc reporting upon request
• Enhance and automate existing reports
• Identify trends, conduct root cause analysis, and provide insights to business leaders
• Provide recommendations for process improvements based on reporting analysis
• Track compliance regarding system usage
• Track and report on internal sales generated by Customer Care
• Able to present findings to leadership in executive summaries, both formal & informal
• Provide semi-annual & annual analysis of the state of the business in the form of charts, graphs, and tables
• Speak to reporting results and analyses in both technical and non-technical language

Scorecard Reporting & Development

• Extract reports from CC systems and house reports on shared drive in a timely manner
• Compile data on call center metrics into scorecard format
• Compose and complete daily, weekly, monthly reporting on internal business practices

Workforce Management

• Expertise in call center workforce management methodologies and best practices
• Create, maintain & update short term & long-term forecasts for all call queues.
• Responsible for maximizing forecast accuracy to ensure Service Levels are met.
• Create & import forecasting data for email management and offline duties
• Analyze call volume, call trend data, intraday reports and reconcile any discrepancy
• Publish agent work schedules and conduct schedule bids
• Process time off requests and conduct vacation bids
• Schedule team meetings, training sessions, and other offline duties at optimal times
• Assess call volume and agent impacting issues in real time. Assist with any system issues/outages.
• Provide post-mortem briefings to management regarding Service Level performance and issues encountered
• Provide analysis, results, and recommendations to leadership team regarding Workforce Management processes, schedules, and plans

Telephony & Technology

• Act as a liaison on behalf of Customer Care to the IT department. Be the point of contact for the Contact Center on all IT related issues
• Able to speak to internal business practices/requirements, while collaborating on IT technical requirements
• Assist with the implementation of various system/application upgrades
• Assess, track & request IT equipment needed for Contact Center employees (computers, monitors, phones, etc.)
• Provide technical support and education to the Contact Center. Troubleshoot computer issues that could be resolved without escalating to the IT department
• Update & maintain IVR platform; Ensure IVR is always configured and routing properly.

WHAT YOU'LL NEED TO SUCCEED:

• Bachelor’s Degree or comparable experience; previous Analyst and/or Workforce Management experience in a high-volume contact center (minimum of three (3) years)
• Experience in a fast-paced work environment; excellent time management and organizational skills.
• Ability to manage multiple projects and tasks at one time
• Professional appearance and strong work ethic
• Possess strong decision making and problem-solving skills
• Expert level computer skills are a must, especially Excel; experience using Ring Central, NICE InContact, Salesforce and/or STORIS is preferred

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MEMORY MAKER PERKS AND BENEFITS:

• Medical, dental, vision, and life insurance options
• Paid time off and 401K matching contribution
• Employee discount (40%) at Ashley
• Internal Opportunities for career growth and advancement

OUR COMMITMENT TO YOU:

Broad River Retail is an EEO compliant company and committed to creating a place where everyone feels respected, valued, and able to reach their full potential. Regardless of race, gender, religion, sexual orientation, age, disability, or if you’re parenting the next generation of Memory Makers, we firmly believe our work is at its best when everyone feels free to be their most authentic self.

Job Type: Full-time

Pay: $55,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Work from home

Experience level:

• 4 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• Call center
• Hybrid remote

Ability to commute/relocate:

• Fort Mill, SC 29708: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Call center: 3 years (Preferred)
• Workforce management: 3 years (Preferred)
• Microsoft Excel: 5 years (Preferred)

Work Location: One location

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