Optimization Analyst Ops

Overview

This is a unique and exciting time to join Express. Since launching our EXPRESSway Forward strategy in 2020, we have been steadily advancing a transformation from being known as a store in the mall to a brand with a purpose, powered by a styling community. We believe that clothes can serve a higher purpose to make people look the way they want to look and feel the way they want to feel, and our Express brand purpose - We Create Confidence & Inspire Self-Expression - speaks to the role our brand can play in their lives. In 2021, we introduced our innovative Community Commerce program, inviting brand fans and style enthusiasts to take their passion for fashion to the next level by working with us.

Today, we are building, activating and amplifying the Express styling community, and we invite you to join us. Our culture is defined by three values - Express Yourself, Express Together, Express Success - and every associate at every level in every department is an important part of our transformation and our future.

For more information about Express, Inc. please visit www.express.com.

Responsibilities

The Optimization Analyst supports Customer Care primarily in the Business Process Outsourcing (BPO) space. This role partners internally and externally to drive activities that deliver high Net Promoter and Customer Satisfaction scores while maintaining expense control. The Optimization Analyst will support organizational initiatives using benchmark and data insights. Examples include contact volume forecasting and data analysis for process and customer experience improvements. In addition, this role prepares and socializes Customer Care performance with key stakeholders across the business.
  • Pay close attention to intra-day, daily, week-to-date, weekly, month-to-date, monthly and proactively address and/or escalate as needed to close any performance gaps timely
  • Drive process improvements and operational excellence by analyzing all contacts, contact drivers, and customer satisfaction to determine root cause and make recommended improvements
  • Accurately forecast customer care contact volumes across all contact channels (Tier1 Voice, Chat, Email and Tier2 teams, publishing forecast to workforce management teams per the committed schedules. Maintain and provide detailed reporting on forecast assumptions with variance explanations in a shared database
  • Oversee BPO new hire training experience and overall performance results by owning the training curriculum, maintaining the Knowledge Base, overseeing BPO training activities for effectiveness, and monitoring new hire headcount and attrition to track proper billing
  • Prepare and Socialize reports per schedule. These include (but not limited to) customer care scorecard, executive presentations, and other various operational business reports

REQUIRED EXPERIENCE & QUALIFICATIONS
  • Bachelor's degree or equivalent work experience
  • 2+ years in BPO vendor management, workforce management, customer care, and/or contact center environments
  • Strong Microsoft Office Suite skills; specifically, in Excel and Powerpoint
  • Proficient in Salesforce or other CRM solution
  • Excellent written and verbal communication skills
  • Detail oriented with demonstrated analytical skills
  • Ability to work independently in a fast-paced environment
  • Experience with Manhattan Order Management System is a plus
  • English / Spanish bi-lingual skills are a plus
  • Works well in a team environment and is collaborative and inclusive
  • Other related duties as assigned; On-call scheduling availability

CRITICAL SKILLS & ATTRIBUTES
  • Polished and professional
  • Motivated self-starter
  • Organized and attentive to detail
  • Resourceful and solution-oriented


Closing

As an equal opportunity employer, Express does not discriminate in hiring or terms and conditions of employment on the basis of any federal, state, or locally protected class. Express only hires individuals authorized for employment in the United States.

Notification to Agencies: Please note that Express does not accept unsolicited resumes or calls from third-party recruiters or employment agencies. In the absence of a signed Master Service Agreement and approval from HR to submit resumes for a specific requisition, Express will not consider or approve payment to any third-parties for hires made.