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 platformBuild effective staffing models to anticipate and adapt to call volume in real timeLeverage intraday scheduling tools to maintain optimal service levelsBuild precise forecasts to put skilled agents when and where they are needed.Utilize predictive forecasting and automated schedulingAnalyze and identify required staffing, attrition, and schedule adherence impact to meet all department KPIsMonitor attendance, time off, and timecards to assist with bi-weekly payrollAnalytics, Process & Data Discovery:Utilize statistical methods to analyze data from the Customer Center, including customer inquiries, feedback, and concernsDevelop and generate strategic metrics for various aspects of the Customer Center operationUtilize our customer software to streamline processes, track customer interactions, and analyze data to inform decision-makingHelp scope, build, and manage key analytics resources and dashboardsContribute to the development of programs, methodologies, and reports that effectively analyze and present dataConsistently improve call handling and resolution processes by following established quality assurance guidelines and expectations, delivering exceptional customer experiencesParticipate in the development of training modules and their delivery, and develop a feedback system to improve training materialProactively 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 scoresMaximize KPIs (Key Performance Indicators) such as service level, average handle time, response rates/times, agent conformance and occupancy, and First Contact ResolutionAccurately document customer escalated interactions and inquiries, and provide detailed reports on customer feedback and recurring issuesCollaborate with the Director to develop visualization dashboards and reports that provide actionable insights and support decision-making processesConduct 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 plusPassion for customer satisfaction and dedication to maintaining high service standardsStrong analytical and organizational skills Comfortable navigating nuisances with a solution-oriented mindsetStrong coaching and proven ability to build teamsAbility to remain composed and resourceful while deescalating charged situationsAPPLY TODAY!