Optimization Analyst

Overview

About Express, Inc.

Express, Inc. is a multi-brand fashion retailer whose portfolio includes Express, Bonobos and UpWest. The Company operates an omnichannel platform as well as physical and online stores. Grounded in a belief that style, quality and value should all be found in one place, Express is a brand with a purpose - We Create Confidence. We Inspire Self-Expression. - powered by a styling community. Bonobos is a menswear brand known for exceptional fit and an innovative retail model. UpWest is an apparel, accessories and home goods brand with a purpose to Provide Comfort for People & Planet.

 

The Company has over 530 Express retail and Express Factory Outlet stores in the United States and Puerto Rico, the Express.com online store and the Express mobile app; over 60 Bonobos Guideshop locations and the Bonobos.com online store; and 13 UpWest retail stores and the UpWest.com online store. Express, Inc. is traded on the NYSE under the symbol EXPR. For more information about our Company, please visit www.express.com/investor and for more information about our brands, please visit www.express.com, www.bonobos.com or www.upwest.com.

Location NameColumbus Corporate HeadquartersResponsibilities

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.

 

• 20% - 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.
• 10% - Prepare and Socialize reports per schedule. These include (but not limited to) customer care scorecard, executive presentations, and other various operational business reports.
• 20% - Drive process improvements and operational excellence by analyzing all contacts, contact drivers, and customer satisfaction to determine root cause and make recommended improvements.
• 20% - 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
• 30% - 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
• Provide additional support for the Social Media team, including but not limited to, process documentation, coaching and support for internal and external staff supporting customer care.

 

Required Experience & Qualifications

• Bachelor's degree or equivalent work experience
• 3+ 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 solutions
• 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, professional and mature
• Confident and comfortable presenter
• Motivated self-starter
• Organized and attentive to detail
• Resourceful and solution oriented

 

Closing

An equal opportunity employer, Express, Inc. does not discriminate in recruiting, hiring or any other terms and conditions of employment hiring on the basis of any federal, state, or locally protected characteristic. Express, Inc. only hires individuals authorized for employment in the United States. Express, Inc. is committed to providing reasonable accommodation to individuals with disabilities. If you need an accommodation because of a disability to search and apply for a listed job position, please call 1-800-964-9793 and say 'Associate Relations' or send an e-mail to AssociateRelations@Express.com and let us know the nature of your request and your contact information.

 

Notification to Agencies: Please note that Express, Inc. 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, Inc. will not consider or approve payment to any third-parties for hires made.

Employment Type: OTHER