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Sr. Analyst, Consumer Service
at Reed Recruitment in Jacksonville,FL
Position Description:
Senior Analyst/End User Consumer Service(EUCS)/Jacksonville, Florida
Coach, founded in 1941 is America’s premier accessible luxury accessories brand and a leader in international markets. We are a designer and marketer of high quality, modern accessories that complement the diverse lifestyles of today’s consumer. Coach offers excellent career growth opportunities, competitive salaries and benefits within a dynamic work environment.
Coach brings together strong, collaborative people in dynamic culture of mutual respect, support, and passion for the brand and product. We believe innovation drives winning performance, and we constantly challenge ourselves to be the very best we can in every aspect of our business. You will be surrounded by some of the best and brightest people in the industry. At Coach you will be in great company!
“Coach ranked No. 2…” best in class” in our 11th annual ranking of the best-performing companies in the Standard & Poor's 500-stock index” Business Week, March 2007
Purpose of Role
The primary responsibilities of the individual in this position are:
? Reports to the Division Vice President of EUCS.
? Statistical analysis of Business Unit transaction data and the identification of performance gaps/improvement strategies.
? Partner with Finance in creating the Business Unit’s financial reports.
? Partner with Internet, Direct Marketing and Retail Store functions to obtain and share ongoing sales trend analysis and special event information.
? Responsible for the development of call volume forecasts and work schedules to ensure attainment of Business Unit service/productivity goals.
? Act as a liaison between the Business Unit and the third party service provider as it relates to call forecasts and ongoing information needs.
The successful individual will leverage their proficiency in (function or business) to…
? Monitor and analyze performance measurement data for all functional area, review results as compared to established standards, evaluate current methods and procedures, and provide support for implementation of improved standards/processes.
? Partner with EUCS Leadership team to review and analyze daily trends in contact volume and performance levels, recommend necessary changes to maintain acceptable service level. Provide leadership coverage by handling calls/emails when needed.
? Develop End User Consumer Service/Third Party Service Provider call volume and distribution forecasts (via forecasting/scheduling tool) based upon historical data, marketing sales forecasts, catalogue mailings, seasonal variances and other pertinent data. Develop schedules for EUCS agents and seasonal staff; revise as needed for special events.
? Compile monthly performance data and prepare required Business Review reports. Prepare reports for ongoing projects/initiatives.
? Develop expertise in Ecometry/I3 reporting capabilities. Take a lead role in ad hoc analysis requests from various business partners.
? Create PowerPoint, Access, Crystal, SQL reports/databases as needed.
? Supporting the EUCS leadership team by tracking and providing performance analysis results for the business unit and the third party service provider.
? Providing informal leadership and influence as this position is not responsible for the supervision of others.
The accomplished individual will possess…
• Bachelor’s Degree required with a degree in business, or a related field plus a minimum of 2-4 years experience in a business analysis environment.
• Strong analytical and PC skills with a focus on Access and PowerPoint.
• Ability to analyze statistical data and make recommendations with regard to staffing, call/contact projections, and transaction volume projections for the support function.
• A high degree of flexibility, ability to prioritize and multi task is required.
• Ability to communicate well, both written and verbally, to all levels of management.
• A self motivated, proven ability to solve complex problems, make decisions and suggest process improvements.
• A high level of integrity and interpersonal skills to accomplish results with and through individuals and teams and resolve conflicts productively.
• A high customer service orientation.
Senior Analyst/End User Consumer Service(EUCS)/Jacksonville, Florida
Coach, founded in 1941 is America’s premier accessible luxury accessories brand and a leader in international markets. We are a designer and marketer of high quality, modern accessories that complement the diverse lifestyles of today’s consumer. Coach offers excellent career growth opportunities, competitive salaries and benefits within a dynamic work environment.
Coach brings together strong, collaborative people in dynamic culture of mutual respect, support, and passion for the brand and product. We believe innovation drives winning performance, and we constantly challenge ourselves to be the very best we can in every aspect of our business. You will be surrounded by some of the best and brightest people in the industry. At Coach you will be in great company!
“Coach ranked No. 2…” best in class” in our 11th annual ranking of the best-performing companies in the Standard & Poor's 500-stock index” Business Week, March 2007
Purpose of Role
The primary responsibilities of the individual in this position are:
? Reports to the Division Vice President of EUCS.
? Statistical analysis of Business Unit transaction data and the identification of performance gaps/improvement strategies.
? Partner with Finance in creating the Business Unit’s financial reports.
? Partner with Internet, Direct Marketing and Retail Store functions to obtain and share ongoing sales trend analysis and special event information.
? Responsible for the development of call volume forecasts and work schedules to ensure attainment of Business Unit service/productivity goals.
? Act as a liaison between the Business Unit and the third party service provider as it relates to call forecasts and ongoing information needs.
The successful individual will leverage their proficiency in (function or business) to…
? Monitor and analyze performance measurement data for all functional area, review results as compared to established standards, evaluate current methods and procedures, and provide support for implementation of improved standards/processes.
? Partner with EUCS Leadership team to review and analyze daily trends in contact volume and performance levels, recommend necessary changes to maintain acceptable service level. Provide leadership coverage by handling calls/emails when needed.
? Develop End User Consumer Service/Third Party Service Provider call volume and distribution forecasts (via forecasting/scheduling tool) based upon historical data, marketing sales forecasts, catalogue mailings, seasonal variances and other pertinent data. Develop schedules for EUCS agents and seasonal staff; revise as needed for special events.
? Compile monthly performance data and prepare required Business Review reports. Prepare reports for ongoing projects/initiatives.
? Develop expertise in Ecometry/I3 reporting capabilities. Take a lead role in ad hoc analysis requests from various business partners.
? Create PowerPoint, Access, Crystal, SQL reports/databases as needed.
? Supporting the EUCS leadership team by tracking and providing performance analysis results for the business unit and the third party service provider.
? Providing informal leadership and influence as this position is not responsible for the supervision of others.
The accomplished individual will possess…
• Bachelor’s Degree required with a degree in business, or a related field plus a minimum of 2-4 years experience in a business analysis environment.
• Strong analytical and PC skills with a focus on Access and PowerPoint.
• Ability to analyze statistical data and make recommendations with regard to staffing, call/contact projections, and transaction volume projections for the support function.
• A high degree of flexibility, ability to prioritize and multi task is required.
• Ability to communicate well, both written and verbally, to all levels of management.
• A self motivated, proven ability to solve complex problems, make decisions and suggest process improvements.
• A high level of integrity and interpersonal skills to accomplish results with and through individuals and teams and resolve conflicts productively.
• A high customer service orientation.
Published at 30-05-2009
Viewed: 154 times
Viewed: 154 times