Russell Cellular Customer Service (RCCS) - Operations Analyst

Why Russell Cellular?

• Health, dental, vision, and life insurance as well as paid sick days and company holidays
• Employer matched 401K after 1 year
• Listed in Inc. 5000's Fastest Growing Private Companies in America for 9 consecutive years and inducted into the Inc. Hall of Fame in 2018
• Employee Assistance Programs
• 750+ locations in 43 states employing 2,600+ employees
• Verizon Sales discounts, sales contests and incentives
• Opportunity for growth and advancement through training
• Flexible scheduling
• Community involvement opportunities

What will you do in your role?

The Operations Analyst will help to ensure operational efficiency within the Russell Cellular Customer Service department at Russell Cellular. As the Customer Service department strives to maintain service level agreements, the Operations Analyst will provide analytics behind workforce, staffing, traffic, forecasting, and queue efficiency.

Troubleshooting:

• Assist the frontline with system and equipment troubleshooting
• Communicate system and equipment issues with Russell Cellular’s IT team if appropriate
• Track, report, and communicate Outages and other issues within the site
• Assist with keeping all equipment inventory accounted for

TeleSales:

• Explore various strategies to manage leads using internal systems effectively
• Assist the site with various forms of data governance
• Enable the sales team to have more time selling through strategic data management
• Create, upkeep, and improve reporting for all TeleSales-related metrics
• Assist the sales team with creating professional sales quotes for potential sales

Recognition:

• Upkeep daily, weekly, monthly, and quarterly awards/recognition for the site
• Assist the site with recognition events

   

Russell Cellular is a Verizon Authorized Retailer that has been in business since 1993. We are a part of Verizon's Big 6 program and was awarded Verizon Wireless Partner of the Year for 2018. With over 750 locations, in 43 states, and 2,600 plus employees, our mission is to provide the best wireless experience to every customer, every time.

Come and join us and be a part of the Russell Cellular success!

Equal Opportunity Employer Statement

Russell Cellular is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Russell Cellular makes hiring decisions based solely on qualifications, merit, and business needs at the time.