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
