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Manager, Client Care Operations & Insights

Company: Disability Solutions
Location: Piscataway
Posted on: March 30, 2024

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, East Brunswick , Manager, Client Care Operations & Insights, Executive , Piscataway, New Jersey

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