Manager, Client Care Operations & Insights
Company: Disability Solutions
Location: Piscataway
Posted on: May 4, 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 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, New Brunswick , Manager, Client Care Operations & Insights, Executive , Piscataway, New Jersey
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