Contact Center Customer Service Analytics Specialist

Company Description

At Western Digital, our vision is to power global innovation and push the boundaries of technology to make what you thought was once impossible, possible.

At our core, Western Digital is a company of problem solvers. People achieve extraordinary things given the right technology. For decades, we’ve been doing just that. Our technology helped people put a man on the moon.

We are a key partner to some of the largest and highest growth organizations in the world. From energizing the most competitive gaming platforms, to enabling systems to make cities safer and cars smarter and more connected, to powering the data centers behind many of the world’s biggest companies and public cloud, Western Digital is fueling a brighter, smarter future.

Binge-watch any shows, use social media or shop online lately? You’ll find Western Digital supporting the storage infrastructure behind many of these platforms. And, that flash memory card that captures and preserves your most precious moments? That’s us, too.

We offer an expansive portfolio of technologies, storage devices and platforms for business and consumers alike. Our data-centric solutions are comprised of the Western Digital®, G-Technology™, SanDisk® and WD® brands.

Today’s exceptional challenges require your unique skills. It’s You & Western Digital. Together, we’re the next BIG thing in data.

Job Description

The Customer Service Specialist is critical in a dynamic, cross-functional team that optimizes customer interactions with Western Digital’s consumer products. This role demands direct customer engagement and close collaboration with regional call centers to ensure adherence to global best practices. The ideal candidate will bring proven experience in call center operations, emphasizing the use of reporting and analytics to drive process enhancements and efficiency improvements. Responsibilities include actively participating in Western Digital infrastructure enhancement projects, analyzing call center performance data, and leading initiatives to develop and implement process improvements.

 Role & Responsibilities

• Respond to customer and call center escalations via chat, email, and/or phone channels using customer relationship management tooling on a daily basis to resolve customer issues in a timely manner
• Monitor call center metrics and investigate/report on any irregularities
• Conduct root cause analysis research and draft/drive recommended solutions to address
• Process global privacy initiative requests
• Govern social media response programs
• Assist in managing call center system access requests
• Maintain FAQs, training and troubleshooting materials
• Support Contact Center Training Initiatives (Train the Trainer, etc)
• Provide Quality Program Governance and Oversight
• Participate in special projects as designated

Qualifications

Experience and Education Desired:

• BA or Equivalent required.
• 1-2 years of direct call center experience, specifically working with consumers in a support-related capacity. Experience in handling high-impact and sensitive customer scenarios is preferred.
• Hands on knowledge of computer electronics and experience handling high impact and sensitive customer scenarios preferred
• Advanced written and verbal communications skills
• Intermediate/Advanced negotiation skills
• Self-starter who can efficiently prioritize, multi-task and work across the organization to accomplish objectives
• Coursework in data analysis, robotic process automation and artificial intelligence preferred
• Comfortable with the Microsoft Office suite
• Formal project management certification(s) a plus

Additional Information

Western Digital is committed to providing equal opportunities to all applicants and employees and will not discriminate based on their race, color, ancestry, religion (including religious dress and grooming standards), sex (including pregnancy, childbirth or related medical conditions, breastfeeding or related medical conditions), gender (including a person’s gender identity, gender expression, and gender-related appearance and behavior, whether or not stereotypically associated with the person’s assigned sex at birth), age, national origin, sexual orientation, medical condition, marital status (including domestic partnership status), physical disability, mental disability, medical condition, genetic information, protected medical and family care leave, Civil Air Patrol status, military and veteran status, or other legally protected characteristics. We also prohibit harassment of any individual on any of the characteristics listed above. Our non-discrimination policy applies to all aspects of employment. We comply with the laws and regulations set for