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Customer Center Sr. Support Lead

Job title: Customer Center Sr. Support Lead
Contract type: Full-time
Location: Marina del Rey
Discipline: Fashion
Remote: No
Salary: $30/hour - $36/hour
Reference: 466391
Contact name: Lexy Hartwell

Job description

CLIENT OVERVIEW:

We're searching for a dynamic team member to join a leading natural health and wellness organization in Marina Del Rey. If you're experienced, energetic, and passionate about contributing to a best-in-class Customer Center, aligning with our mission for a healthier world, we want you on board!


Reports to: Director of Customer Center 

Location: Marina Del Rey (100% onsite)

Job Classification: Non-Exempt Hourly, Full-Time

Rate: $30.00/hr - $36.00/hr DOE 

Essential Duties:

Responsibilities include tasks associated with the following categories (but not limited to):

Scheduling 

  • Oversee, plan, forecast, and optimize the schedule and coverage plan for the Center’s agent team within a workforce management platform
  • Build effective staffing models to anticipate and adapt to call volume in real time
  • Leverage intraday scheduling tools to maintain optimal service levels
  • Build precise forecasts to put skilled agents when and where they are needed.
  • Utilize predictive forecasting and automated scheduling
  • Analyze and identify required staffing, attrition, and schedule adherence impact to meet all department KPIs
  • Monitor attendance, time off, and timecards to assist with bi-weekly payroll

Analytics, Process & Data Discovery:

  • Utilize statistical methods to analyze data from the Customer Center, including customer inquiries, feedback, and concerns
  • Develop and generate strategic metrics for various aspects of the Customer Center operation
  • Utilize our customer software to streamline processes, track customer interactions, and analyze data to inform decision-making
  • Help scope, build, and manage key analytics resources and dashboards
  • Contribute to the development of programs, methodologies, and reports that effectively analyze and present data
  • Consistently improve call handling and resolution processes by following established quality assurance guidelines and expectations, delivering exceptional customer experiences
  • Participate in the development of training modules and their delivery, and develop a feedback system to improve training material
  • Proactively seek out process improvements and offer new ideas to help the team become efficient and effective 
  • Maintain our library of Standard Operating Procedures and Knowledge Base.

Documentation and Reporting:

  • Develop and maintain reports and dashboards to track key performance metrics, such as channel volumes, response time, first-contact resolution rate, and customer satisfaction scores
  • Maximize KPIs (Key Performance Indicators) such as service level, average handle time, response rates/times, agent conformance and occupancy, and First Contact Resolution
  • Accurately document customer escalated interactions and inquiries, and provide detailed reports on customer feedback and recurring issues
  • Collaborate with the Director to develop visualization dashboards and reports that provide actionable insights and support decision-making processes
  • Conduct root cause reports to identify underlying reasons for customer issues and develop proactive solutions to prevent recurrence.
  • Provide continuous training documentation for our agents on customer service platforms and methodologies, ensuring consistent and effective implementation across the Customer Center.

Core Requirements:

  • 3-5 years of experience in a customer service/contact center with 1-3 years in a supervisory role 
  • Proficiency in basic computer software and phone systems (Gladly, Agent Connect, and Calabrio experience a plus)
  • Experience with plant-based health & wellness a plus
  • Passion for customer satisfaction and dedication to maintaining high service standards
  • Strong analytical and organizational skills 
  • Comfortable navigating nuisances with a solution-oriented mindset
  • Strong coaching and proven ability to build teams
  • Ability to remain composed and resourceful while deescalating charged situations
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