What You'll be Doing:

• Data Reporting & Analysis: Collect, analyze, and present data to inform decision-making through comprehensive data insights

• Trend Analysis & Performance Tracking: Monitor industry trends and benchmarks to anticipate needs and adjust strategies accordingly while tracking and updating Service Center statistics

• Performance Metrics Development: Establish key performance indicators (KPIs) to measure effectiveness and ensure alignment with organizational goals

• Automation: Implement tools and systems for automating data collection and reporting processes, ensuring timely and accurate information flow.

• Root Cause Analysis: Investigate defects or quality issues to determine root causes and recommend corrective actions to address identified issues

• Quality Assurance: Develop and implement quality assurance processes and procedures to ensure consistent product quality across all operations

• Continuous Improvement: Recommend improvements to policies, standard operating procedures, and workflows to meet team performance, quality, and customer goals

• This job profile is not meant to be all inclusive of the responsibilities of this position; may perform other duties as assigned or required

What You Bring with You (Qualifications):

• Bachelor's or equivalent

• Proven experience in workforce management, data analysis, and reporting

• Experience in the retail industry or in a production/service environment is preferred

• Strong analytical skills and attention to detail

• Strong verbal and written communication and presentation skills, with an ability to express complex technical concepts in business terms

• Strong organization skills with the ability to handle multiple projects/issues simultaneously

• Ability to work independently and as part of a team

• Knowledge of Service Desk operations to include knowledge of IT best practices, industry trends and customer service