WHY JOIN ALO?

Mindful movement. It’s at the core of why we do what we do at Alo—it’s our calling. Because mindful movement in the studio leads to better living. It changes who yogis are off the mat, making their lives and their communities better. That’s the real meaning of studio-to-street: taking the consciousness from practice on the mat and putting it into practice in life.

We are so inspired by the people we surround ourselves with and we aspire to have the same be true for them. That’s why we work to make the Alo culture authentic to a yoga lifestyle —Our office is located in the heart of Beverly Hills in close proximity to shops and restaurants. Our building was designed by world-renown architect I.M. Pei — there’s plenty of natural light, open space with a co-working vibe, an in-building gym, calming yoga and meditation studio and an indoor tree spanning 3 floors.

OVERVIEW

Reporting to the Customer Service Director, you will be responsible for ensuring that we are appropriately staffed to meet our targets across all channels: email, phone, chat & social and that we fulfill our overall customer promise. You will be responsible for protecting and improving our service levels. You will ensure that our shifts are optimized to accommodate known and unexpected demand.

RESPONSIBILITIES

  • Analyze performance real-time to ensure we meet our targets & service level agreements
  • Produce daily, weekly, and monthly CS operational performance reports
  • Build global schedule and team organization templates
  • Lead contingency planning efforts: phone outage, etc.
  • Build forecast scenarios and monitor forecast accuracy. Recommend changes as necessary to improve response time
  • Work closely with CS Director to determine FTE requirements for new initiatives: customer outreach, social media & community monitoring.
  • Maintain and improve our CS tools: telephony, chat & CRM
  • Research and recommend potential workforce management tools as we evolve and grow
  • Work with CS director on voice of the customer report

QUALIFICATIONS

  • Overall understanding of customer service operations and activities including phone, email, chat and social media support
  • A minimum of 2 years of performing Workforce Management functions in a multi-channel contact center
  • Experience in real time management
  • Ability to schedule and forecast in a multi-channel contact center
  • Exceptional attention to detail
  • Ability to organize & analyze data in a structured manner
  • Advanced Excel skills
  • Strong presentations skills
  • Flexibility in schedule; must be available to work possible evenings, weekends and holidays when needed

JUST SOME OF THE PERKS

  • Generous employee discount for Bella+Canvas, Alo Yoga, and free membership to Alo Moves, with access to hundreds of streaming fitness and yoga classes with top instructors
  • Competitive medical, dental and vision plan options, and enhanced additional benefits such as free virtual access to mental health providers and new parent support for employees and dependents
  • 401K with company matching
  • Free treats, all day, every day! Stay fueled with complimentary cold brew, kombucha, and healthy snacks.
  • Daily yoga classes at HQ taught by some of the best yogis in the world in addition to an onsite gym equipped with best-in-class equipment
  • Free yoga classes at any of our Sanctuaries
  • Dog friends welcome at HQ!

I confirm that I have read and understood the Notice For Job Applicants, and by submission of my application I consent to and acknowledge the collection, use and disclosure of my personal information in the manner as set out in the Notice.

Apply for this Job

* Required

  
  
When autocomplete results are available use up and down arrows to review
+ Add Another Education


U.S. Equal Opportunity Employment Information (Completion is Voluntary)

Individuals seeking employment at Alo Yoga, BELLA + CANVAS, and Alo Moves are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

Voluntary Self-Identification of Veteran Status

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Voluntary Self-Identification of Disability

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. 

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

What is a “major life activity”?

Major life activities include, but are not limited to, caring for oneself, performing manual tasks, seeing, hearing, eating, sleeping, walking, standing, lifting, bending, speaking, breathing, learning, reading, concentrating, thinking, communicating, and working.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression
I identify my gender as (Select one)





Please specify your race/ethinicity (Select one)







How would you describe your veteran status? (Select one)



Would you consider yourself to have a disability? (Select one)