Purpose:
Analyzing global contact and agent performance data to drive contact center operational efficiencies and improved customer experience. Leads and coaches WFM team to develop and execute best in class contact center management strategies focus around data backed decisions.
Key Responsibilities:

• Develop, maintain, and report on contact prediction model for North American and Europe contact center
• Manage metrics, performance criteria, policies and procedures to improve call center productivity continuously
• Drive a culture of accountability, continuous improvement, and personal excellence
• Directs workforce management activities and sets performance goals and objectives accordingly
• Design and maintain the data structures and workflows that enable highly efficient data operations to identify key data insights
• Conduct analysis and recommend solutions to real time performance issues that will improve operational efficiency, consistency of results, and/or employee satisfaction
• Other duties as assigned

Competencies:

• Being Resilient
• Communicates Effectively
• Demonstrates self-awareness
• Instills Trust
• Optimizes Work

Measures of Success:

• SC Variable cost
• EU / NA AHT
• EU / NA ASA
• Contact reduction

Background and Experience:

• Degree in finance or data analytics
• 3 years minimum experience driving results through data driven decisions

About Pampered Chef:
Established in 1980 by Doris Christopher, Pampered Chef is a global marketing enterprise and a proud Berkshire Hathaway company since 2002. We develop a multi-purpose, high-quality and unique kitchen product line that includes time-saving kitchen tools, cookware, cutlery, stoneware, and pantry products serving millions of customers around the world. We support a large network of independent consultants with their direct sales efforts in addition to our corporate ecommerce business.
We celebrate the power that mealtimes have to become something more: a way to transform relationships, share stories, create traditions, and build happier and richer lives. But, with today's expectations, we know finding the mealtime win can be difficult. We're here to help bridge that gap between the ideal mealtime and the realities of today. We do this through our distinctive, high-quality kitchen tools, parties that show you how to make delicious, timesaving recipes, and the opportunity to join our supportive international community of more than 50,000 consultants.
Pampered Chef is committed to providing a workplace where coworkers can do their best work, whether at home or in our Addison office location. This role will have the opportunity to work collaboratively, both in our Addison office and virtually, with leaders, and cross-functional partners to measure, test, learn, and improve our customers' mealtime journey.
Pampered Chef complies with the federal OSHA mandate pertaining to Covid-19 vaccinations, testing, and face coverings. As such, Pampered Chef requires you to provide your vaccination status as a condition of employment. If you have questions about this, please discuss with the Pampered Chef HR Recruiter.