Manager, 3PL Customer Service

• Generate and maintain short, midterm, and long-term forecasts for call volume, call pattern, average handle time, staffing requirements, back-office work and other business requirements for multiple skill groups with the use of workforce management software
• Ensure that forecasting models evolve with the business and customer needs and all forecasts are delivered on time and in line with business projection
• Perform continual daily monitoring and analysis of current performance monitoring via NICE inContact (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans to achieve established SLAs and business objectives
• Proactively communicate and collaborate with Contact Center (CC) Operations teams to achieve internal and external SLAs and to make necessary staffing adjustments
• Drive and challenge processes and operations assumptions of how they will successfully execute their plans
• Develop schedules that effectively deliver staffing levels that consistently achieve service level commitments and budgetary objectives
• Oversee proactive scheduling of discretionary activities such as trainings, meetings, and offline activities
• Strategically identify need for modification of current or additional call queues
• Provide workforce management training assistance and introductory presentations, to all teammates to support high-quality customer contacts and improve accuracy and efficiency
• Complete end of month reporting on business unit performance reporting in a detailed, timely and accurate manner; provide analysis and operational recommendations based on data
• Provide ad-hoc reports for contact center related data and analyze data making recommendations to management
• Maintain data integrity by identifying, researching, and resolving data quality issues to ensure accurate reporting from all data sources
• Other related duties as assigned

• Associate degree or equivalent experience
• Minimum of two years of experience in performing in a contact center environment
• Proficient with a variety of analytical processes, tools, and approaches
• Proficiency in Excel and other Windows based programs (Word, PowerPoint, etc.), and can organize/analyze data in a structured manner

• Bachelor’s Degree
• 5 years management experience with 3PL or other distribution business and fulfillment knowledge
• Experience with customer operations in call center operations
• Knowledge and application of Cloud Based telephony and CRM systems
• Strong project management skills

• Demonstrated orientation to process improvement, customer experience and customer satisfaction
• Demonstrate the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action
• Strong quantitative, analytical and technical aptitude skills to produce and modify reports that provide analytical comparisons of data
• Solid understanding of relational database and data management best practices
• Excellent interpersonal skills, competent in dealing with all levels of employees/management and builds strong relationships with teams and all organizational customers
• Ability to effectively, accurately and concisely convey thoughts and concepts, information oral and written form to technical and non-technical people
• Proficient time management skills, manage and engage in multiple initiatives simultaneously, be detail oriented and demonstrate strong organizational skills
• Ability to work independently, establish priorities and demonstrate good judgment skills
• Ability to work under pressure, adapt and excel as a team player in a fast-paced and change-oriented environment
• Ability to balance multiple priorities to meet expected response deadlines
• Advanced computer skills to include Microsoft Office (Word, Excel, PowerPoint and Outlook)
• Willing and able to take the initiative for learning, increasing knowledge and improving skills in a self-directed manner to improve performance and position added value

• Location of job activities 100% inside
• Extensive manual dexterity (keyboarding, mouse, phone)
• Use of phone for communication
• Noise and/or vibrations exposure
• Frequently reach (overhead), handle, and feel with hands and arms
• Sit for prolonged periods of time
• Occasionally stoop, kneel, and crouch
• Occasionally lift, carry, and move up to 25 pounds

Knipper Health