Arc'teryx Equipment

Guest Services Analyst

Arc'teryx Equipment

full-time

Posted on:

Location Type: Hybrid

Location: North Vancouver • Canada

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Salary

💰 CA$61,000 - CA$76,000 per year

About the role

  • Producing and distributing daily, weekly and monthly reports on operational performance along with supporting analysis and communication on areas in need of attention.
  • Tracking all attendance, adherence, and vacation along with headcount movements to ensure we maximize but not exceed our staffing budgets.
  • Developing the daily/weekly forecasts and staffing plans and work with senior reps to ensure all workloads and channels have the appropriate staff allocation.
  • Performing and owning ongoing data analysis, interpretation and communication on service team health - along with recommendations of actions to improve both guest and service team experience.
  • Supporting the onboarding of new service team support roles to ensure key workforce planning concepts, tools and reporting are understood by team leaders, managers and trainers.
  • Completing adhoc reporting and data mining as needed to analyze impacts of future service team initiatives, system upgrades and staffing model changes as needed.
  • Supporting the Guest Service Leadership team with projects and initiatives as required
  • Overseeing all of the service operations to ensure there is holistic view of operations that ensures a balance between the Guest, the Workforce, and the Company needs and expectations.
  • Identifying potential improvements to our existing processes and practices, formulating a plan or solution to implement and working with the WFM team and Support partners to bring about the desired changes

Requirements

  • 2+ years experience in a similar role
  • 3+ years’ experience working in a service/call center environment
  • You are very proficient in Microsoft Office (specifically Excel level 2-3 with applied knowledge)
  • You are comfortable communicating with all areas of the brand, and various levels of management
  • You have strong organizational, interpersonal, and problem solving skills.
  • You have highly effective verbal and written communication skills.
  • You have a strong attention to detail, most importantly accurate data
  • You are able to balance supervisor and workforce requests to ensure we meet out targeted service level commitments, while continuing to have flexibility for staff.
  • You are proactive in identifying the root cause of issues and developing solutions
  • You remain highly flexible and adaptable when faced with ambiguity
  • You effectively balance autonomy and collaboration
  • You inspire breakthrough thinking and continuous improvement
  • You seek the best (sometimes not the easiest) solutions, with an unwavering commitment to do what is right
  • Your passion for your work is paralleled by your passion for getting outside and living it
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analysisreportingstaffing plansforecastingdata miningservice operations managementprocess improvementMicrosoft Excel
Soft Skills
organizational skillsinterpersonal skillsproblem solvingverbal communicationwritten communicationattention to detailflexibilityadaptabilityautonomycollaboration