As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status.

I. Job Summary
Supports the evolution of a journey-based approach to gathering VOC and driving VOC transformation that puts the customer at the center of everything we do. Utilizes advanced tools and analytics to enhance and design quantitative and qualitative reporting

II. Essential Duties and Responsibilities
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned.

• Determines root cause of specific performance gaps through analysis of survey results and customer impacting events.
• Develops and ensures process changes are in line with overall recommendations, suggest alternatives and give backup data.
• Develops action plans to improve performance.
• Works with Corporate and Field leadership across all disciplines to implement a continuous improvement framework that drives enterprise process improvements and accountability.
• Prepares and presents materials that represent our customers needs, wants and expectations through relevant data points.

III. Supervisory Responsibilities

• The highest level of supervisory skills required in this job is indirect supervision other full-time and/or part-time employees.

IV. Qualifications
The requirements listed below are representative of the qualifications necessary to perform the job.

A. Education and Experience

• Education: Bachelors Degree (accredited), or in lieu of degree, High School Diploma or GED (accredited) and four (4) years of relevant work experience.
• Experience: Five (5) years of experience in customer service or call center environment (in addition to education requirement).

B. Certificates, Licenses, Registrations or Other Requirements

• None required

C. Other Knowledge, Skills or Abilities Required

• Exceptional written and verbal communication skills as well as listening skills
• Excels at building and managing productive working relationships with business partners, peers and stakeholders
• Successfully achieving business objectives within set timeframes
• Strong attention to detail
• Capable of multi-tasking and effectively managing competing priorities
• Can transition easily between tactical thinking and strategic planning
• Contact center or customer service experience skills required
• Strong interpersonal and relationship skills
• Analytical and problem-solving skills
• Passion for the customers experience and ability to serve as a champion for the customer
• Advanced ability to obtain customer information and feedback to improve process, assess the cost/value implications and make recommendations

V. Work Environment
Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

• Ability to travel up to 25%
• Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc.) most of the workday;
• Required to exert physical effort in handling objects less than 30 pounds rarely;
• Required to be exposed to physical occupational risks (such as cuts, burns, exposure to toxic chemicals, etc.) rarely;
• Required to be exposed to physical environment which involves dirt, odors, noise, weather extremes or similar elements rarely;
• Normal setting for this job is: office setting.

Benefits
At Waste Management, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.

If this sounds like the opportunity that you have been looking for, please click "Apply.

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