Manager, Client Care Operations & Insights
Company: Disability Solutions
Location: Piscataway
Posted on: April 18, 2024
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Job Description:
Manager, Client Care Operations and Insights About the role:
CHANEL is looking for an Operations and Analytics Manager to join
our Customer Care Team in Piscataway. You will play a leading role
in creatively identifying business trends and insights across all
three product divisions, Fashion, Fragrance and Beauty and Watches
and Fine Jewelry. This role is cross functional and interfaces with
internal CHANEL teams like Merchandising, Insights, Digital,
Retail, Tech and Education teams. You will also be a key partner to
our Third-Party Vendor and work closely with their internal teams
including Workforce Management, Reporting, Operations, Education
and Quality teams. Our ideal candidate will have 3-5 years of
experience and a passion for client experience, data analytics, new
technologies and driving operational efficiencies. What impact you
can create at CHANEL: --- Work closely with CCC vendor and partners
to review forecasting and staffing model for all channels ---
Partner with the Group Director, Customer Care by offering backup
operational support in the oversight and management of our
third-party service provider. Effectively coordinate with external
partners, ensuring compliance with performance metrics, service
level agreements, and maintaining seamless operations in their
absence. --- Develop and provide weekly, monthly and quarterly
reports on Contact Center Trends. Providing full analysis on areas
of opportunity to Operation Management Teams for collaborative
assessment. --- Manage and process data requests from Customer
Care/Operations as well as Business teams and assist with report
customizations and health checks to ensure all users have access to
consistent data --- Seek to understand customer trends that can
inform our Customer Care strategy and business solutions by
leveraging data from several sources (including Salesforce,
Medallia, AI Powered sentiment tools and site analytics) ---
Partner to maintain Power BI dashboards for Customer Care ---
Establish relationships and ongoing communication with the Customer
care team and our partners (Digital, Tech and business) to stay
informed on activities and projects that might impact data and
reporting --- Support the creation of Business Cases to proactively
anticipate the forecast impact of business changes as well as
provide hindsight on impact of each post implementation. ---
Formulate innovative recommendations for how to adopt new
technology, how to refine our use of existing technology to better
share CCC data and insights --- Prepare in depth analysis on
Customer Care Center NPS and Quality scores across all Customer
Care Center channels and provide reporting on trends. Research and
benchmark NPS to provide full overview on program performance You
are energized by: --- Working in a highly collaborative environment
--- Collaborating with passionate teammates --- Navigating
complexity and supporting consistent transformation and change ---
Demonstrate curiosity and an analytical mindset, proactively
exploring data trends to uncover valuable insights --- Excel at
storytelling! Translate data findings into clear and compelling
narratives, using visualizations and articulate communication to
tell a story that resonates with business stakeholders, fostering a
deeper understanding of the insights derived from the data. What
you will bring to the team: --- Bachelor's degree or 3-5 years of
experience in a related role. --- Experience in a call center
environment preferred. --- Previous experience in Salesforce and
Power BI preferred. --- Adept at tailoring messages to diverse
stakeholders. Adjust the communication style and level of detail
based on the audience in order to ensure that each stakeholder
gains valuable insights aligned with their specific needs and
objectives. --- Advanced proficiency in Microsoft Excel, including
but not limited to complex formula creation, data analysis, and the
ability to develop comprehensive spreadsheets to support strategic
decision-making. --- Proficient in creating dynamic and visually
compelling presentations using tools such as Microsoft PowerPoint
or other relevant software. Must be able to effectively transform
data and analytical findings into clear, engaging, and persuasive
visual narratives. Demonstrate expertise in designing slides that
enhance understanding, capture attention, and align with the
preferences and expectations of diverse audiences, including
executives and cross-functional teams. Position Logistics: ---
Hybrid role based out of Piscataway, NJ office --- Ability to
travel to various boutiques as required --- Desire to immerse
oneself in the onsite call center environment, actively engaging
with advisors through shadowing to gain firsthand insights into
their experiences and the client experiences. Compensation --- The
anticipated base salary range for this position is $63,000 through
$110,000. Base salary is one component of the total compensation
for this position. Other forms of variable pay [may/will] be
offered for this position. Other components [may/will] include
bonus potential, benefits, and/or perks. Benefits and Perks ---
Wellbeing resources include dedicated paid time off for wellbeing
(2-week August Office Closure and Wellbeing Days in Retail) and a
Wellbeing fund --- Family and care giving benefits (inclusive of
parental leave, fertility support, MilkStork, and Care.com
Membership) --- Generous paid time off policies to include
vacation, holiday, sick and volunteer days --- 401K, pension and
other incentives --- Robust healthcare offerings; medical, dental,
vision, MDLIVE (virtual care), One Medical, Flexible Spending
Accounts (Health Care & Dependent Care), Health Savings Account and
Employee Assistance Program --- Life insurance, Accidental Death &
Dismemberment, Short Term Disability, Long Term Disability, Health
Advocate, International Business Travel Accident & Medical, and
Commuter Transit & Parking --- Flexible Time and Hybrid Work
Option: Work-Place Essential: This role requires 5 days in person
office at the Piscataway office with Hybrid work option available
after 90 days. Additional Information: Chanel is a private company
whose values are grounded in creating the conditions for people to
perform at their best and feel fulfilled and confident in their
work. We offer a unique work environment where individuals are
encouraged to better understand the brand, the business, and
motivations, so that together we can unlock the possibilities of
growth. This is reflected in: Diversity and Inclusion --- At
CHANEL, we are intentional in promoting Diversity & Inclusion. We
foster respect, empathy and dignity for all. We believe strongly
that the diversity of our people across the full spectrum of human
differences is essential to our organization and the connections we
have with each other and our clients. --- We offer Employee
Resource Groups in the US that are voluntary, open to all,
employee-led groups formed around a shared identity or lived
experience, whose aim is to foster a diverse, inclusive, and
equitable community aligned with the values and missions of the
communities they support. Chanel Community --- CHANEL Community
empowers our employees to channel their passions, talents and sense
of purpose to contribute to and learn from our communities. ---
Employees are encouraged to take time off annually to volunteer
through CHANEL Community. CHANEL also matches employee donations to
select charitable organizations. Sustainability --- CHANEL Mission
1.5-- is our climate action plan. It is focused on transforming the
business in line with the ambitions of the Paris Agreement on
climate change to limit the average global mean temperature
increase to 1.5 degrees Celsius above preindustrial levels. ---
Employees are encouraged to contribute to our US Sustainability
efforts at the corporate level and within the divisions, through
organized taskforces and initiatives. Arts and Culture --- We are
committed to extending our legacy of cultural engagement. Global
support includes the CHANEL Culture Fund, which supports a select
group of leading art culture institutions across the globe, and the
CHANEL Next Prize for the next generation of creative talent. US
support currently includes Annual sponsorship of the MoMA film
program, Tribeca Film Festival programs and Through Her Lens,
Support of the Academy Gold Fellowship for Women and Sponsorship of
the BAAND Together Dance Festival at Lincoln Center. Fondation
Chanel --- Since 2011, Fondation CHANEL's mission is for women and
girls to be free to shape their own destiny. Through multi-year
partnerships with financial and technical support, Fondation CHANEL
is committed to improving the safety and autonomy of women and
adolescent girls around the world, impacting over a million women
and girls in its first 10 years. --- For more information, please
navigate to the Fondation Chanel website here Career and Leadership
Development: --- We have dedicated in-house teams focused on
supporting the onboarding of employees,developing leadership skills
via custom programs like Imagine Chanel People, Heart of Leadership
and group and individual coaching, and blended online and live
classes offered on our Bloom platform and by skilled trainers, such
as Shape Your Career, to develop career building skills. *Chanel,
Inc. benefits and perks are dependent on eligibility and subject to
modification by Chanel at any time.
Keywords: Disability Solutions, Perth Amboy , Manager, Client Care Operations & Insights, Executive , Piscataway, New Jersey
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