WHO WE ARE:

Headquartered in Southern California, Skechers—the Comfort Technology Company®—has spent over 30 years helping men, women, and kids everywhere look and feel good. Comfort innovation is at the core of everything we do, driving the development of stylish, high-quality products at a great value. From our diverse footwear collections to our expanding range of apparel and accessories, Skechers is a complete lifestyle brand.


ABOUT THE ROLE:

The Customer Care Analyst is responsible for interpreting and analyzing customer service operations data, identifying performance trends through systematic evaluation, and driving continuous improvement initiatives to enhance the customer experience and agent performance through direct, in-person collaboration with our team at our call center facility.

Salary Pay Range: $70,304 / Year

Work Schedule: Monday - Friday / 1st Shift

WHAT YOU WILL DO:

Research, design, and implement a comprehensive contact monitoring program for calls, emails, and live chat through direct observation and data interpretation pulled from system queries.Generate and distribute daily, weekly, and monthly performance reports to appropriate stakeholdersAudit customer interactions through comprehensive quality assessments and provide feedback reports to supervisorsCommunicate regularly with supervisors to review agent performance data and coordinate analytical coaching insightsProvide comprehensive analysis results to Training Manager for skill gaps.Perform root cause analysis on customer service issues using AI-powered analytics, researching and resolving discrepancies or errors in service processesMonitor real-time call center metrics, troubleshoot issues, and escalate problems as needed to ensure smooth operationsAnalyze customer feedback and complaints data, taking corrective actions to address systemic service gapsTrack and measure the effectiveness of improvement initiativesConduct calibration sessions with supervisors to ensure consistent evaluation standardsAnalyze customer service operations using Skechers' AI platform (Skech AI) to identify trends and improvement opportunities through data interpretationWork closely with Skech AI engineers to improve functionality and coordinate technical enhancements

ADDITIONAL SKILLS:

Excellent oral and written communication skills with the ability to provide constructive feedback in personLeverage Microsoft Office programs and analytical tools to analyze customer service data in an efficient mannerStrong analytical and problem-solving skills with attention to detail and accuracy in quality assessmentProficiency in data analysisExperience with call recording systems, quality monitoring software, and multi-channel contact evaluationFamiliarity with call center software and CRM systemsAbility to analyze and translate complex data into actionable business insights

EDUCATION AND EXPERIENCE:

Bachelor's degree requiredMinimum 3-4 years of experience in customer service call center operations, quality assurance, or similar roleExperience in a retail or e-commerce customer service environment preferredQuality assurance or contact center monitoring experience preferredExperience with customer satisfaction survey tools and AI-powered sentiment analysis preferredBackground in advanced reporting methodologies and artificial intelligence applications preferred

$70, 304 / Year

About Skechers

Skechers, a global Fortune 500® company, develops and markets a diverse range of lifestyle and performance footwear, apparel, and accessories. Serving over 180 countries and territories, Skechers connects customers to products through department and specialty stores, e-commerce and digital stores, and through our more than 5,300 Skechers retail locations.

Equal Employment Opportunity
Skechers is committed to providing a safe, inclusive, and respectful work environment. Skechers provides equal employment opportunities for all employees and applicants for employment without regard race, color, religion, gender, gender identification and expression, national origin, marital status, age, disability, genetic information, military status, sexual orientation, or any other protected characteristic established by local, state or federal law.

Reasonable Accommodation
Applicants for employment who require a reasonable accommodation to apply for a job should request appropriate accommodation by emailing benefits@skechers.com.
To perform this job successfully, an individual must be able to perform each job responsibility satisfactorily.  The skills, abilities and physical demands described are representative of those duties that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities, who are otherwise qualified for the job position, to perform the essential functions.