Gap Inc.

Compensation

Full Description

Description: • Evaluate overall customer experience during interactions and provide actionable insights and performance trending analysis to leaders. • Support a multi-site remote operation and lead agent effectiveness and efficiency across multiple channels and teams. • Participate in the execution of Quality Assurance standards utilizing industry best practices and QA platforms. • Independently perform trends-based agent performance analysis across voice, chat, email & SMS to identify knowledge gaps and inefficiencies. • Compile customer experience and compliance data into tables, charts, and presentations to tell a story. • Participate in listening initiatives to discover consumer requirements and share insights on issue trends. • Plan and monitor evaluation and calibration workload to meet monthly goals and service levels. • Support team performance improvement through teaching, coaching, and providing meaningful feedback to leaders. Requirements: • Proven experience in Customer Service with leadership experience, preferably in a retail contact center environment. • Previous customer contact center experience, understanding dynamics and processes a plus. • Ability to translate disparate data into themes and trends, prioritize insights based upon business impact, and recommend actionable solutions in a creative and logical manner. • Experience in reporting and analysis (query building and data visualizations), ability to quickly acquire new software skills. • Excellent communication skills; both verbally and written (ability to synthesize information into a clear, simple story and visualize data). • Natural curiosity and ability to ask nuanced questions to spark new ideas. • Operational excellence and advanced organizational and program management skills; ability to prioritize workload, meet deadlines, and perform multiple tasks in a fast-paced environment. Benefits: