On - Coordinator – Happiness Delivery Real Time Analyst - Portland

Team for Career Site

Customer Service

In short

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 6:00 or 7:00 AM-5:00 or 6:00pm 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.