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Business Operations Analyst - Senior Manager, Netflix, Hillsboro, OR
Business Operations Analyst - Senior Manager
Hillsboro, OR
Department: Customer Service
Number of Openings: 1
Job Type: Employee
Job Status: Full-Time
The Position:
Netflix is looking for a Business Operations Analyst
to lead the Workforce team for our Customer Service Call Center located
in Hillsboro, Oregon. This is a Senior Manager position reporting to
the Call Center Vice President.
The successful Business Operations Analyst candidate is a strategic
thinker who can quickly learn our business and then analyze, develop
and improve processes to compliment critical workforce objectives. The
candidate will also provide direction, coaching and leadership to the
existing workforce team.
The workforce team is responsible for data collection, reporting and
various call center programs to drive excellent customer service and
efficiency.
This candidate will use effective research skills to collect and
evaluate trends related to quality, call volume, scheduling,
seasonality, staffing, and workload of the customer service
organization, tactical forecasting and scheduling as well as monitoring
real time adherence to schedules of Call Center Representatives.
Talents and Attributes:
• Thought leadership
• Problem solver
• Consensus building
• Credible
• Team building
• Opinion leadership
• Persuasive
• Creative, non-traditional
Requirements:
• Exceptional analytical and problem solving skills
• Ability to recognize and communicate opportunities for
improvements and will work closely with other key members of the Call
Center Management team
• Ability to adapt tools to company culture, philosophy and approach
• High level of curiosity and can identify and solve problems creatively and accurately
• Excellent interpersonal and communication skills
• Demonstrated ability to coach and develop individuals and teams
• Proven ability to multi-task in a changing and evolving environment
• Demonstrated commitment to quality and improving the customer experience
• Results oriented and knows how to execute with a fluid and flexible work style
• Builds trust and rapport quickly and completely
• Sense of urgency, pace, action
• Has the ability to understand issues quickly and work on the right things at the right time
• Passionate about work and making a difference
• Consistently demonstrated integrity and ethics
• Ability to effectively implement and use WFM tools and systems
• College degree, plus 5-10 years of applicable experience
• Extremely proficient with Excel
• Experience with IEX a plus
• Experience with remote workforces a plus
Submit Application: If you would like to submit a resume, click here.
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