Customer Service Operations Analyst

At VF, we strive to foster a culture of belonging based on respect, connection, openness, and authenticity.  So, before we get to the job details, take a minute to learn a little more about us – our values and our culture - visit VF Careers or www.vfc.com.

What will you do?

A day in the life of a Customer Service Operations Analyst at VF looks a little like this.

The Customer Service Operations Analyst supports eCommerce and Warranty Customer Service by serving as a key resource in Workforce Management, Reporting, and Contact Center solutions. This role will perform statistical modeling and analysis of structured and unstructured datasets to develop metrics, reports and visualizations of trends and patterns and work with business end-users to understand data and analysis needs.  

Let’s break down that day-in-the-life a bit more.

• Perform high level analysis of trends across all channels. Complete ad hoc reports and analysis of contact center performance as requested by leadership team.
• Integrate data from multiple sources or functional areas, ensuring data accuracy and integrity, and updating data as needed. 
• Adjust forecasts, plans and schedules to reflect changes in expectations to maximize resource coverage across all channels.
• Prepare and manage employee schedules, monitor schedule adherence, and collaborate with brand leaders to optimize staff across Customer Service.
• Identify independent recommendations for improvements.
• Provide rolling forecast of staffing needs based on business assumptions by brand, across all channels.
• Complete systems administration duties for the ecommerce team across all channels. 
• Maintain standardized reporting across all channels and brands for the day-to-day reporting as well as weekly, monthly and yearly dashboards.
• Create, manage, and maintain SOPs across all brands and channels.

What do you need to succeed?

We all have unique skills that we bring to work and celebrate every day. For this role, there are foundation skills you’ll need to succeed and excel. Additionally, while formal education in a related field is great to have, we are most interested in your 1-3 years of experience and professional achievements. 

The foundation skills you will need in this position are:

• Bachelor’s degree or equivalent years of experience in a related field.
• Strong computer skills, especially Microsoft Excel.
• Ability to acquire data from multiple and diverse sources when solving problems and uncovering root causes.
• Location requirement: While this position is fully remote, the ideal candidate will reside within Wisconsin.

There are also a few skills that are not required but preferred.

• Knowledge of Tableau or Power BI, Aspect Workforce Management Solution or similar software preferred.

Now WE have a question for YOU.

Are you in?

#LI-WM1

Hiring Range:

Incentive Potential: This position is eligible for additional compensation awards that may include an annual incentive plan, sales incentive, or commission potential. Specific details of the additional compensation eligibility for this position will be provided during the recruiting and interview process.

Benefits at VF Corporation: You can review a general overview of each benefit program offered, including this year's medical plan rates on www.MyVFbenefits.com  and by clicking Looking to Join VF? Detailed information on your benefits will be provided during the hiring process.

Please note, our hiring ranges are determined and built from market pay data. In determining the specific compensation for this position, we comply with all local, state, and federal laws.

At VF, we value a diverse, inclusive workforce and we provide equal employment opportunity for all applicants and employees. All qualified applicants for employment will be considered without regard to an individual’s race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws.  If you are unable to submit your application because of incompatible assistive technology or a disability, please contact us at peopleservices@vfc.com. VF will reasonably accommodate qualified individuals with disabilities to the extent required by applicable law.

Pursuant to all applicable local Fair Chance Ordinance requirements, including but not limited to the San Francisco Fair Chance Ordinance, VF will consider for employment qualified applicants with arrest and conviction records.