Supports department initiatives, working closely with Support Services management creating, analyzing and reporting on various components of Support Services data as it relates to store support calls, hardware and software repairs. The primary focus of the roll will be to create and maintain a system of reporting, evaluate trends and provide recommendations to advance the strategy of Support Services. Create ad hoc reports when asked by the ECC leaders.
Support and oversee all requests for new hires, changes or removal of all L1 & L2 offshore teams (including Store Support, Customer Service and Associate Support).
Create and maintain SOPs for vendor escalations for store support (i.e. Comcast, Bailiwick, NCR, etc.). Escalate store needs based on priority with the store support vendors.

POSITION REQUIREMENTS:

• Up to 10% travel requirements

MINIMUM REQUIREMENTS/QUALIFICATIONS

• Advanced proficiency with MS Excel. Microsoft Office Suites
• Proficient and working knowledge of Call Center Technology
• Detail-oriented. Comfortable working with numerical data and information.
• Demonstrated communication effectiveness, both verbal and written.

DESIRED QUALIFICATIONS:

• Experience with ServiceNow.
• Advanced proficiency with MS SQL databases along with SQL script generation.
• Advanced proficiency with Crystal Reports.
• Ability to Multi-task.
  Full time
  510 Volvo Parkway,Chesapeake,Virginia 23320
  IT Services
  Family Dolla

• Utilize rigorous analytics and modeling techniques to determine trends and develop or enhance Help Desk reports and dashboards, taking complex information from multiple data sources and producing user friendly reports for review by leadership and associate level employees.
• Continually seek to improve existing reporting processes, frequency and distribution methods by incorporating automation techniques, initiatives and technology trends.
• Identify business process gaps and ensure the integrity and accuracy of all reports distributed
• Evaluate potential implementation challenges/risks/liabilities to prioritize and recommend areas of opportunities
• Using proven reporting tools, define and create analytical reports as requested by Support Services management
• Perform routine analysis, delivering results and enduring IT Service Management system categories are properly maintained
• Identify and provide trending performance
• Make frequent presentations to management
• Consolidation of extensive, detailed data information into concise key metric summaries
• Coordinate reporting, including web reporting, from external vendors to provide concise, detailed and/or summary information
• Oversee onboarding process for new hires in the BPO environment. Ensure access is granted to all required tools/applications for new hires.
• Escalation advocate for vendors related to store support (e.g. NCR, Comcast, Bailiwick).
• Other assigned duties