Address
Form of workOUR STORY
Quince was started to challenge the existing idea that nice things should cost a lot. Our mission was simple: create an item of equal or greater quality than the leading luxury brands and sell them at a much lower price.
OUR VALUES
EVERYONE SHOULD BE ABLE TO AFFORD NICE THINGS. Quality shouldn't be a luxury. We're proud of our mission to bring the world's highest quality goods to people at affordable prices.
QUALITY IS MORE THAN MATERIALS. True quality is a combination of premium materials and high production standards.
WE FOCUS ON THE ESSENTIALS. From the perfect crewneck sweater to hotel quality sheets, we're all about high quality essentials that bring enjoyment to daily life.
WE'RE INNOVATING TO MAKE UNREAL PRICES A REALITY. Our uniquely developed factory-direct model lets us offer exceptionally high quality goods for much lower prices than our competitors.
ALWAYS A BETTER DEAL. We believe in real price transparency, for both our customers and factory partners. This way, everyone gets a better deal.
FAIR FACTORIES. We are committed to working with factories that meet the global standards for workplace safety and wage fairness.
OUR TEAM AND SUCCESS
Quince is a retail and technology company co-founded by a team that has extensive experience in retail, technology and building early stage companies. You'll work with a team of world-class talent from Stanford GSB, Wish.com, D.E. Shaw, Stitch Fix, Urban Outfitters, Wayfair, McKinsey, Nike etc.
THE IDEAL CANDIDATE
The ideal candidate is a self-starter, problem-solver and successful in combining technology and data into best-in-class outcomes. The candidate is energized by solving complex business problems and consistently effective in making high-judgement decisions at rapid pace amidst the frequent ambiguity that comes with charting a course of action with no precedent. Moreover, the ideal candidate is energized by an environment where strategy, innovation and decision-making are intentionally distributed, where candor, speed and data are highly valued and colleagues at all levels hold each other to unusually high standards on behalf of Quince customers.
ROLES AND RESPONSIBILITIES:
As a Workforce Management (WFM) Real Time Analyst, you will utilize workforce management tools and best practices to provide tactical support and effective staff planning to ensure the successful execution of our Quince customer experience goals. The candidate is responsible for daily real time monitoring of service levels and site-specific performance to ensure effective management of the incoming and outbound contact volume. In addition, this position also serves as the central point of contact for Managers and Operations as related to service level information, schedules, call volume trends and KPI reporting. The candidate will perform operational and oversight responsibilities as required to ensure all SLAs are met. Evaluate facts surrounding schedule adherence, scheduling and workforce management functions including operational situations which can impact productivity such as tool or system outages. Address a wide range of problem-solving situations that require immediate real time intervention. The successful candidate will have 2+ years of Workforce Management experience in a customer service contact center environment. The candidate will demonstrate the ability to adapt quickly to an organization at scale with a customer-first mindset. To start, this individual will be an individual contributor with the ability to grow a successful team. The WFM Real Time Analyst will work remotely and may be required to work one weekend day to support business needs.
KEY RESPONSIBILITIES:
*Successful execution of company goals and objectives, specifically focused on customer experience.
*Development and continuous maintenance of all WFM tools
*Design and implementation of a structured WFM schedule adherence process
*Responsible for monitoring service levels across all platforms, identifying risks to operational performance, and executing business processes to mitigate risks to service and our patient and caregiver experience
*The successful candidate will be (or rapidly become) proficient in our current contact management tool, Assembled and all other tools as needed*Monitor real-time staffing, demand, and key performance metrics (i.e., ASA, Abandons, AHT) and proactively identify and communicate points of exposure
*Manage the call volume, daily attendance, and break schedules
*Monitor work queues and service levels
*Update schedules and status codes in Verint, our WFM software
*Generate ideas for process and service improvement planning
*Produce daily, weekly, monthly and quarterly internal reports
*Assist with projects and other duties as requested or assigned
QUALIFICATIONS:
*Previous call center experience required
*2+ years of Work Force Management experience is required
*Flexible team player with a positive attitude
*Detail-oriented, inquisitive, enjoys problem-solving, flexible, and adaptable to a changing and evolving environment
*Must have advanced level Microsoft Excel skills - Including advanced formulas, also Word and Email
*Experience with Gorgias, Gladly and Assembled is an asset
*Must have good time management with the ability to work with minimal supervision and under tight timelines
*Capable of managing multiple, simultaneous projects
*Organized with the ability to adapt quickly and effectively to change
*Able to communicate professionally - oral and written
*Problem-solving skills
Working at Quince:
- Competitive salary based on experience, with full medical and dental benefits
- High potential for growth
- Stock in an early-stage startup
- Flexible WFH and vacation policy
- Employee referral program
Quince seeks to build high-performing teams of people from various experiences and backgrounds who can collectively push our company into new realms. We seek a diverse pool of applicants and consider all qualified candidates regardless of race, ancestry, color, gender identity or expression, sexual orientation, religion, national origin, citizenship, disability, Veteran status, marital status, or any other protected status. If you have a special need or disability that requires accommodation, please let us know.
Apply for this job
