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Operations Analyst - Charlotte, United States - Acosta
![Default job background](https://contents.bebee.com/public/img/bg-user-ex-1.jpg)
Description
Operations Analyst - Customer Excellence CenterLocation NC - CHARLOTTE
Ready to level up your career with a global, cutting-edge tech leader? Passionate about delivering top-notch customer service?
If so, ActionLink wants YOU to join our Sony Account Division to make an impact in their customer service operations
*
As a
Customer Excellence Center Operations Analyst for our client, Sony, you'll be at the heartbeat of their customer service operations to optimize processes, enhance efficiency, and elevate the customer experience.
This role requires a self-motivated and results-oriented professional with keen attention to detail.
The individual will provide comprehensive administrative support to the Consumer Electronics and Professional Services teams while ensuring the delivery and execution of exceptional customer experiences.
*What we offer
**Weekly schedule: 40 hours per week; 8:30am - 5:00pm Monday through Friday**Work environment:
*
Fully remote work
**Compensation: * $24.00 -$27.00 per hour
W-2 employment:
Includes a biweekly pay schedule & direct deposit to ensure timely and consistent payments**Health Benefits: Medical, dental, vision, life, and prescription insurance plans**Retirement Savings:
401(k) option with company match to help secure your financial future**Work-Life Balance: Enjoy paid holidays and utilize accrued paid time off to relax and recharge, balancing your professional commitments with personal well-being*
*
Duties
**Responsible for monitoring and responding to inquiries and issues from the front line and back-office operations teams to ensure a seamless and positive customer experience
Maintain clear communication with internal and external stakeholders, effectively disseminating information and driving successful project implementation
Create, review, and update email templates and documentation used for call center management
Analyze customer experience data to identify areas for improvement and a better customer experience
Contribute to operational efficiency including identifying areas for improved handling time, customer satisfaction scores, and overall customer engagement.
*
Qualifications
**Bachelor's degree or equivalent experience in a relevant field
2-5 years of experience within a call center environment
Excellent communication skills (verbal, written, and presentation) to clearly articulate findings and collaborate effectively
Meticulous attention to detail and a commitment to delivering high-quality work
Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, Visio) and Microsoft Teams
Ability to work independently in a fast-paced environment while also fostering a collaborative spirit
A passion for customer service and a dedication to exceeding customer expectations
Experience in consumer electronics field is a plus
Knowledge of Salesforce is a plus
*
Physical Requirements
**Access to a quiet home office space with high-speed internet connectivity
Must be mobile and able to sit and/or stand for minimum four (4) hours
Must be able to lift 30 lbs.
Equal Opportunity Employer
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