Under general supervision, the Customer Service Support Manager (CSSM) is responsible for tactical planning and schedule adjustments, intra-day management, and trend analysis to ensure all contact centers achieve service levels and key performance indicators on a daily and interval basis. The CSSM will lead a team of analysts with areas of focus including but are not limited to scheduling, daily staffing requirements, forecasting procedures, service level, outliers, shrinkage, occupancy, and other contact center metrics. The CSSM will also oversee the Quality Assurance team and Training team to ensure optimal performance and support for the Customer Service Department.
Accountable for leading the Workforce Management, Quality Assurance and Training teams and providing accurate and effective Schedules
Pull together assumptions based on historical information and future projects to build a 52 week Forecast with required staff
Monitor contact center queues, customer wait times and service level performance, and operational trends (incoming volumes/patterns, and staff productivity)
Partner with Outsource Partners (Upwork/BPOs) to ensure their staffing plans align with the forecast
Accountable for updating and the accuracy of all Day of Week and Time of Day patterns
Represent Workforce management in ad-hoc meetings, business reviews, and presentations
Ensure that all Workforce Management/Scheduling team members understand their responsibilities and the business impact of their roles, recommendations, and decisions
Manage Quality Assurance and Training Teams to ensure performance objectives are met and provide oversight to their individual growth
Improve QA and Training processes and efficiencies to ensure optimal auditing and continuous coaching for agents
Partner with CS management and Upwork/BPOs to balance intraday performance across multiple queues, through proactive skill changes and resource adjustments
Process agent onboarding and tool requests to ensure new contact center agents have the appropriate resources to meet customer needs
Supervise the WF analysts with the Zendesk administration for bug fixes and enhancement requests.
Perform other duties and assignments as directed
The duties and responsibilities described above may provide only a partial description of this position. This is not an exhaustive list of all aspects of the job. Other duties and responsibilities not outlined in this document may be added as necessary or desirable, with or without notice.
Knowledge, Skills, and Abilities:
Proven leadership and a demonstrated ability to manage, develop, and motivate direct reports and build strong teams
Self-motivated and able to work independently and manage multiple tasks concurrently, including complex projects
Analytical and logical thinker with the ability to apply creative solutions to resource constraints
Ability to prioritize tasks and work autonomously in a fast-paced, ever-changing environment
Excellent communication and interpersonal skills
Knowledge of customer service principles and practices
Advanced knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.)
Willing to work weekends if needed
Experience with Microsoft Office Suite (Word, Excel, PowerPoint)
Experience with Google Business Suite (Gmail, Drive, Docs, Sheets, Forms) preferred
Generally, requires two (2) years of WFM experience or equivalent experience in IT or IT Consulting Experience using contact center technologies (e.g. Verint, Monet or other WFM software and systems). Experience in Zendesk and
Bachelor's degree in data analysis, information systems, communications or a combination of education and equivalent experience.
Judgment/Reasoning Ability: Able to identify, troubleshoot and resolve problems quickly using sound judgment, poise and diplomacy. Ability to use judgment and reasoning skills, and determine when to escalate issues, as required, in a timely manner.
Physical Demands (Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.) While performing the duties of this job, the team member is regularly required to: sit frequently, use hands and fingers, bend, stoop and reach with hands and arms, walk on level surfaces, reach above shoulder height, reach below the waist, lifting as required to file documents, store materials and office equipment throughout the workday. May include lifting up to 25 pounds (proper lifting technique required).
Work Environment: The noise in the work environment is usually moderate. Other factors are:
Hectic, fast-paced with multi-level distractions
Professional, yet casual work environment
Ability to work extended hours as required
iHerb is a leading global e-commerce retailer with an emphasis on providing an exceptional selection of nutritional and wellness products for the past 25 years. With over 30,000 products shipped to over 180 countries, we provide the best overall value for natural products through an innovative and efficient supply chain process.
Our teams have a strong sense of commitment and pride in their work, which has allowed us to grow, even during the recent pandemic. At iHerb, our purpose is to empower people to enhance their health, happiness, and well-being — that starts with valuing our team members by providing a positive work environment with competitive benefits. Our five shared values unite our team members across the globe and provide a stable foundation. These values speak to who we are, the culture we’re building, and how every single team member contributes to our larger company vision.
iHerb's Shared Values
Focus on the Customer · Empower Our People · Be Entrepreneurial & Pivot Quickly · Embrace Diversity & Inclusion · Strive for Simplicity
At iHerb, we are dedicated to offering programs designed to help our employees and their families stay healthy, live well and plan for the financial future. Built on a strong foundation, our programs provide options and upgrades with flexibility, protection, and security in mind. Below is a snapshot of the benefits we offer our team members. For a more comprehensive listing, visit www.iHerbBenefits.com.
- Medical Care: Starting in 2021, iHerb covers 100% of the associated cost for medical benefits
- Dental and Vision benefits
- Safe Harbor 401(k) + company match (100% of the first 6% of the employee’s contribution)
- Company-paid Term Life Insurance
- Short and Long Term Disability
- Flexible Spending Account (for qualifying expenses)
- Pet Insurance
- Voluntary Supplemental Benefits
- Education Reimbursement Programs
- Professional Development and Job Training
- Wellness Programs with opportunity to earn up to $300 per year
We strive for innovation, targeted at delivering a customer-centric experience while transforming the online shopping experience. We change direction and define ourselves in the idea that individually we are incredible but united our growth is infinite and paramount to our success. iHerb strives to be the global industry leader!
iHerb is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. iHerb provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment.