The ideal candidate will possess both an optimization background that enables him/her to manage quantitative planning and a demonstrated ability to think broadly and strategically about customer service initiatives. He/she will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis as well as strong management skills in order to lead the CS team to deliver timely, accurate and professional support to all our customers.
Leflair is the go-to destination for smart buyers who wish to purchase branded and quality products at great price, while enjoying the same exclusive shopping experience as in luxury stores.
Leflair provides its members with exclusive access to the world’s best brands at up to 50% off retail. Every morning, we begin flash sales for women, men, kids, and home.
Build the foundations of customer service department which include setting up processes, creating tools, producing support material.
Lead and manage a team of 3-5 Customer Service agents; responsible for the overall direction and performance of the team.
Carry out supervisory responsibilities in accordance with Leflair’s policies and procedures.
Additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution
Analyze metrics to identify customer pain points and coordinate with Operations, Commercial and Finance teams to investigate and solve issues; escalating any issues appropriately and correctly
Create best capacity plans for business by managing trade-offs between Customer
Experience/Service Levels, Employee Experience, and Cost Effectiveness
Manage the analyses of daily, weekly, and monthly reporting of contact center performance via Key Performance Indicators
Effectively partner and build productive working relationships with direct reports, peers,leadership, and other departments
Bachelor’s Degree major in any business-related or quantitative field
Minimum 2 years experience as a people manager. Experience in setting-up/migrating communication tool
Technical knowledge of communication systems (call & email)
Strong analytical skills with high proficiency in Microsoft Excel, SQL language and databases is a plus
Analysis experience in Customer Service or Operations preferred
Positive and determined approach to researching and analyzing business opportunities
Strong problem-solving skills,with ability to generate ideas and solutions
Excellent organizational and project management skills
Excellent speaking-listening-writing skills, attention to details
Pro-active, hands-on, independent with proven ability to work in a high pressure environment
Chance to work in a developing industry with skyrocketing growth rates
High performing environment where results are more important than effort
Competitive salary and promotions based on employee skill set and success
A chance to work with high energy, international and innovative teams
Freedom in a responsible, collaborative and creative environment
Access to our Employee Stock Options
This is a full-time position with competitive salary depending on experience of the applicant.
Contact us at firstname.lastname@example.org for further information.