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
APPLY TODAY!
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Staffing and Recruiting
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