Hybrid Guest Services Analyst

at Arc'teryx Equipment

• Job title: Guest Services Analyst
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: CA$61,000 - CA$76,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, North Vancouver, Canada

About the role

• Analyzing and reporting on service operations performance for Arc'teryx vacation and attendance in Guest Services. Collaborating with service teams to improve guest experiences and operational efficiency.

Responsibilities

• 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