Customer Service Manager

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