Jobs
Customer Care Workforce Manager
Calabasas, CA (Los Angeles Area)
About Us:
PlanetArt’s mission is to be the leading online destination for personalized invitations, announcements, home décor and other personalized products. We provide consumers with unmatched tools and content and an unparalleled end-to-end customer experience that result in high-quality and meaningful finished products and memorable celebrations of life events. Visit www.planetart.com to learn more.
What You’ll Do:
The Customer Care Workforce Manager will be reporting to the Customer Care Director, who is also based out of our Calabasas CA headquarters. This position will be responsible for the operational activities of the call center which includes the forecasting, scheduling, and ensuring staffing levels are sufficient to meet service and productivity goals. As our Customer Care organization spans internal and external (Business Process Outsourcer) resources, this position will be responsible for publishing internal and external forecasting and staffing level requirements. Additional responsibilities include implementing call center initiatives, managing utilization trends and proposing operational improvements. The Customer Care Workforce Manager will also directly manage intraday scheduling and service levels.
- Provides all workload forecasting and consequent staffing planning to meet service goals
- Maintains and analyzes workforce performance, lead analysis and staffing change data for continuous quality and productivity improvement.
- Ensures service levels and productivity goals are met. Implements and maintains workforce management platform.
- Develops and maintains scheduling processes for Customer Care Associates and BPO staffing line requirements.
- Administers attendance and time off policy as well as time and pay tracking processes.
- Provides analysis regarding schedule adherence, forecast accuracy, and related reporting to the Care leadership team to improve performance.
- Coordinates all reporting related to Workforce Management.
- Serves as the resident expert on Workforce Management software package.
- Participates in strategic planning and goal development.
- Oversees technology and process improvements to ensure high customer satisfaction and cost effectiveness including IVR routing paths, Customer self-service automations, email and chat bot deployments.
- Develops presentations on recommendations and process implementations to senior management.
- Other duties as assigned.
What You Should Have:
- 4 years of direct experience in workforce management and analytics. Experience in Omni-channel queue management a plus (email/CHAT/Calls).
- A minimum of 2 years supervisor experience required. Ability to write reports, business correspondence, and produce manuals.
- Must demonstrate ability to communicate effectively, both orally and in writing within all levels of Call Center staff.
- Prior experience with system implementation and scoping.
- Strong analytical skills and attention to detail.
- Ability to effectively partner with various levels of management.
- Proficient in the use of Microsoft Office applications including but not limited to Outlook, Internet Explorer, Excel, Word, PowerPoint, etc.
- Experienced in managing vendor relations (BPO, Service Providers, etc).
- Proficient in ACD technology.
- IVR experience: knowledge in process improvement, self-service deployments, reporting.
- Experienced use and/or implementation of Call Center Technology.
- Bachelor’s degree in preferred, or equivalent experience in WFM leadership.
How to Apply:
If you would like to work in a creative, collaborate, high-growth environment, PlanetArt’s Customer Care Workforce Manager role may be for you! Please submit your resume and cover letter by following the link. We look forward to hearing from you!
Contingency:
This offer is contingent upon the successful completion of all reference, background checks, and required documentation including proof of Covid-19 vaccination.
