Address On is seeking a Real-Time Analyst to join our dynamic Happiness Delivery team. As a Real-Time Analyst (RTA), you will play a crucial role in ensuring the seamless operation of our global network, identifying challenges in real-time, and swiftly resolving issues to maintain exceptional customer experience. Join us in delivering happiness every day!
Work hours average 8 hours per day, 5 days per week between 7:00 or 8:00 AM-4:00 or 5:00pm Monday-Friday. Potential for Saturday/Sunday hours as needed.
Your Mission
- Partner with the greater Direct-to-Consumer (DTC) team, Workforce Management (WFM), and On's external partners to achieve our KPIs.
- Collaborate with our partner RTAs by leading them to hit established SLAs on an hourly basis.
- Work independently to own, report, and share observations and suggestions for improvement.
- Balance working within multiple systems to align skills and queues with customer demand.
- Continuously monitor channels and react swiftly to challenges according to agreed-upon processes.
- Perform root cause analysis on DTC service-level agreement (SLA) outcomes.
- Support external partners in training to set clear expectations in daily routine.
Your Story
- 2+ years experience in customer support roles, preferably with experience providing customer support via phone, email, chat, and social media
- Proficiency in Excel
- Ability to stay calm under pressure with a keen sense of urgency when required.
- Great attention to detail and process skills
- Effective communication across all levels and functions
- Excellent written and oral communication skills
- Proven capacity to maintain a strategic perspective when confronted with competing priorities.
- Previous experience as part of a WFM team, either as an RTA or a scheduler a plus
Meet The Team
Happiness is the only thing that multiplies when shared. So, take the chance and deliver happiness all day, every day at On! You will work in a team-player Team, which loves new challenges and where happiness is part of their DNA. If you want to take every opportunity to WOW our customers, our team and On - we would be happy to write stories together.
What We Offer
On is a place that is centered around growth and progress. We offer an environment designed to give people the tools to develop holistically - to stay active, to learn, explore and innovate. Our distinctive approach combines a supportive, team-oriented atmosphere, with access to personal self-care for both physical and mental well-being, so each person is led by purpose.
On is an Equal Opportunity Employer. We are committed to creating a work environment that is fair and inclusive, where all decisions related to recruitment, advancement, and retention are free of discrimination. We are requesting that you provide sensitive demographic information such as gender identity and race/ethnicity to help us ensure that we are creating equitable and fair experiences for all potential future team members. You are not required to provide this demographic information and this information will in no way impact your eligibility for hire.
