Call Analyst - Contact Center Job Listing at NFM in Omaha, NE (Job ID 19263)

Description

At Nebraska Furniture Mart (NFM), we've been hiring friends since 1937—people who share our passion for helping customers feel right at home. If you share our vision, we invite you to be one of us! People love working here! Named one of Furniture Today's Best places to work, and here are a few reasons why: A FUN, stable work environment, with no lay-offs in our history. A safe place to work and shop, development opportunities leading you to the career of your dreams and a culture that encourages volunteering and serving our communities.

Pay Range: $17.15 - 23.58 hourly    Monday - 9:00a - 6:00p Tuesday - Off Wednesday 9:00a-5:00p Thursday - 8:00a-5:00p Friday - 9:00a-6:00p Saturday 11:00a-8:00p Sunday - Off   Job Description: Your Piece of the Puzzle   NFM's Contact Center is a fast-paced, team environment where you'll play a critical role in our success by monitoring all phone queues. Your role is to provide accurate information to allow proper staffing based on fluctuating call flows and staff available.   Job Duties: A Day in the Life Monitor: Observe call traffic daily and monitor staff to maintain a service level of 80% or better Coordinate: Staff meeting schedules, department training, weekly meals, breaks, and ensures everyone leaves and returns on time daily Assist: Customer Care staff by answering questions related to schedules, queue coverage, and other business related topics Communicate: With staff and management to ensure all needs are met with regards to the phone queue Participate: As a backup for Care Center support functions and special projects  Your work will directly impact our ability to help people create a lifestyle they love, for the people they love—because that's what we love.   Qualifications: Can You Check These Boxes? High School Diploma or GED preferred 1 year customer service and/or call analyst experience preferred Strong understanding of contact center and customer service metrics preferred Ability to analyze and interpret data required Ability to enter data quickly and accurately required Basic computer skills plus knowledge of Microsoft Office products (Word, Excel, PowerPoint, Access) Ability to work night, weekend and/or early morning hours based on business needs. Pre-employment screening includes, but isn't limited to, criminal background check

Benefits: What's in It for You?

As a full-time member of our NFM Family, you will enjoy:
 

• Same day pay - access to your earned pay on-demand, when you need it the most
• Competitive pay - generous annual increases up to 7%
• Inclusive culture – Because everyone who works or shops at NFM should feel right at home
• Health, dental, vision, life Insurance, short and long term disability
• Paid holidays (upon hire) and paid time off (after 90 days)  
• Staff discount on merchandise (Collectively, NFM staff have saved almost $2 million on purchases in the last 12 months)    
• Virtual and in-person career development opportunities at all levels
• Paid community volunteer opportunities
• Tuition Reimbursement
• You'll start saving for your retirement immediately in NFM's 401(k) and you're eligible for company match after one year.  NFM's 401(k) also offers Berkshire Stock as an investment option

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