Analyst, Call Center Ops

Job Description

\n\n\n SUMMARY

The Operations Analyst analyzes, tracks call volume and reviews historical data to identify trends and opportunities for process improvement for management staff.

Designs and maintains shift bids and statistical activity reports.

Mobilizes resources when emergency situations arise regarding waiting Queues.

RESPONSIBILITIES


* Responsible for efficient staff planning including forecast accuracy, scheduling, achieving service levels, adherence and minimizing required staff variance.


* Performs call monitoring and participates in customer and client monitoring programs to identify customer needs and expectations.


* Analizes data gathered to identify root cause and deploy solutions among the Store Technical Support.


* Provides contact between STS and other IT departments to collect exceptions, outages and emergency situations information

REQUIREMENTS


* Level of Formal Education:An Associate's degree (two-year program) or equivalent formal training program.


* Area of Study:Information Technologies, Software studies, computer hardware.


* Years of Experience:One to two years.


* Type of Experience:Technical Support, Customer service, Statistical Analysis.


* Special Certifications or Technical Skills:Fluent in English and Spanish / MS Office / MySQL


* Other/Preferred:

About Autozone

AutoZone de México is the leading retailer and distributor of automotive parts and accessories in the Americas.

In Mexico, there are more than 800 stores; two distribution centers; one Store Support Center, the Centro de Apoyo a Tiendas (CAT) is located in Monterrey, México,; one Business and Technology Store Support Center (BTSSC) located in Chihuahua more than 16,000 AutoZoners nationwide.

Our customer-first mindset and commitment to Going the Extra Mile define who we are, for both our customers and AutoZoners.

Working at AutoZone means being part of a team that values dedication, teamwork and growth.

Whether you're helping customers or building your career, we provide tools and support to help you succeed and drive your future.

AutoZone, and its subsidiary, ALLDATA are equal opportunity employers.

All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other legally protected categories.