Associate Contact Center Analyst

Tailored Brands, Inc. is a leading omni-channel specialty retailer of menswear, including suits and a broad selection of business casual offerings as well as the largest provider of tuxedo rental products in the U.S. and Canada. We operate retail stores in all 50 states and Canada. Our U.S. retail stores are operated under the brand names of Men’s Wearhouse, Jos. A. Bank, Men’s Wearhouse and Tux, and K&G Fashion. Our Canadian stores are operated under the brand name of Moore’s in ten provinces. Our purpose is we help people love the way they look and feel for their most important moments. We accomplish this by putting customers at the center of every decision, rallying together to achieve common goals, and striving for excellence and continuous improvement. We help fulfill this purpose by valuing differences and knowing they make us better and showing up with courage to always do the right thing. If you want to make a difference, be part of a great team and grow, you might be a perfect fit.

About The Job

The Associate Contact Center Analyst is responsible for analyzing contact center performance, identifying trends and improvement opportunities, and delivering reporting and insights that support operational and strategic decisions for Tailored Customer Solutions (TCS). This role mines, validates, and interprets data from multiple systems to ensure leaders have accurate, timely, and actionable information. This role is an in-office position and is based in Houston, Texas reporting to the Sr Manager of TCS Analytics and Operations.

What You’ll Do | Key Accountabilities

• Coordinate and maintain the Workforce Management platform utilized for forecasting, scheduling, tracking, monitoring, and reporting daily and monthly call center statistics.
• Analyze and monitor real time adherence of queue conditions and data to effectively gauge service levels, as well as provide discrepancy reporting to management.
• Build, maintain, and enhance reports and dashboards that provide clear visibility to volume, handle time, service levels, efficiency, and customer outcomes across phone and digital channels.
• Partner with leaders on ad hoc analysis (e.g., deep dives on volume spikes, handle-time drivers, policy changes, pilot programs) and summarize findings in a clear, actionable format.
• Support the TCS Operations team in the administration, analysis, and continuous improvement of the Salesforce CRM
• Partner with Operations, Systems, and Employee Experience to gather business requirements, translate them into analytical or systems solutions, and participate in UAT and rollout activities.
• Continuously monitor data quality and integrity, troubleshooting discrepancies across systems and putting controls in place to improve reliability of KPIs and dashboards.
• Document new and existing TCS Service, Product and Continuous Improvement processes.
• Additional duties as assigned.
  
  

What You’ll Bring | Skills & Experience

• Associate or bachelor’s degree in business administration, Information Systems, or related field.
• 2 years in a Contact Center environment working in a reporting or systems role
• Practical knowledge of call center telephony technology, call management systems, workforce management, and CRM platforms
• Advanced Excel skills and strong proficiency with Microsoft Office (Outlook, PowerPoint, Word); experience with BI/visualization tools is a plus
• Strong quantitative and analytical skills include the ability to interpret complex datasets, identify patterns and root causes, and translate findings into recommendations.
• Self-motivated with a demonstrated ability to work with limited supervision; must be able to deal effectively with change.
• Demonstrated display of leadership abilities, integrity, and confidence in actions and decisions
• Strong time management, team collaboration and process improvement skills
• Excellent interpersonal, verbal, and written communication skills, with the ability to work well with individuals at all levels within the organization.
  
  

Please note that you do not need to qualify for all requirements to be considered. We encourage you to apply if you can meet most of the requirements and are comfortable opening a dialog to be considered.

Work Environment, Physical & Mental Demands

• Ability to sit and work at a computer keyboard for extended periods of time.
• Ability to stoop, kneel, bend at the waist, and reach daily.
• Able to lift and move up to 25 pounds occasionally.
• Must utilize visual acuity, speech and hearing, hand and eye coordination and manual dexterity necessary to operate a computer and office equipment.
• Hours regularly 40 hours per week, as work dictates.
• Position is Hybrid based in our Houston Corporate Office.
  
  

Benefits

This role is eligible for healthcare including medical, dental and vision, retirement savings (401k with a company match), income protection programs such as life, accident and disability insurance, paid time off for sick leave, vacation, bereavement, jury duty, and holidays, wellbeing program, commuter, adoption assistance, education assistance, legal services, and employee merchandise discounts. For more detailed information go to mytbtotalrewards.com.

Work-Life Balance

Responsibilities

We understand the demands of work, school, family, and personal responsibilities. Through our work-life resources and programs we offer services for every stage of life to help you manage the day-to-day needs. We offer programs such as:

• Meeting-Free Fridays (encouraged) | so you can catch up on work and self-development.
• Summer Fridays | from Memorial Day to Labor Day so you can enjoy a head-start to the weekend
• Holiday Early Departure | close out early the business day before a company observed holiday.
  
  

Note: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required and are not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job.