Customer Success Operations Specialist

2 weeks ago


Winnipeg, Canada Parian Logistics Full time

**Position**:Customer Success Operations Specialist **Reports to**: Customer Success Manager** **COMPETENCIES**:Great People**: _Champions belief that “none of us is as good as all of us” and consistently lives our values. Committed to the best outcome by bringing out the best in self and others, in part by recognizing achievements and valuing differences and feedback (giving and receiving). Initiates personal development and supports team development in the work._ **Great Operations**:_Ensures service delivery staffing for customer success is optimized - by analyzing data and producing workforce reports. Oversees reporting and operational support needs of the Customer Success Operations team to ensure insights around customer interactions across service delivery and optimization of the CS Operations Team.Collaborates with the management team to determine call volume trends and make staffing recommendations to ensure departmental efficiency._ **Great People**1. Positively impacts and influences others.2. Open to feedback, actively listens and values differences. 3. Communicates and collaborates well in cross-functional teams, active contributor.4. Owns personal development plan using available resources to improve knowledge and skills.5. Takes responsibility and ownerships over successes and mistakes.6. Builds trust with others through own authenticity and follow-through on commitments.7. Build strong cross-functional partnership for a seamless end to end process on all matters.8. Provide training for team members to improve their skills and knowledge.9. Keeps immediate supervisor informed of the department’s pace by communicating all significant problems and concerns relating to own areas of job responsibilities as well as broader issues that may arise from time to time. **Great Operations**1. Develops and evolves regular reporting frameworks and dashboards to help with data visualization/insights., provide a basis for a discussion and to assist in building cases for change.2. Works collaboratively and cross-functionally on data collection, analysis and reporting from data sources both internal and external - to business and stakeholder teams (Banner Leadership, Merchandising, Marketing, E-com, Store Ops, etc.).3. Prepares and distributes correspondence including operational and executive dashboards, reports, communication documents, presentations, briefings and other communications by collecting, analyzing, and summarizing information and trends 4. Oversees Customer Success workforce management program. This includes establishing and monitoring headcount, creation and monitoring of service level KPI’s, and forecasting and monitoring of the department’s financial budget.5. Predicts trends in customer contact volume based on both internal (new processes, etc.) and external (campaigns, and seasonality, etc.) change. 6. Works as an expert advisor to help understand the potential impacts on customer experience (i.e., coordinate timing of communication, funneling clients through correct channels, project scoping and strategy, resource, and timeline requirements, etc.)7. Performs data gathering and analysis across all Customer Experience teams to provide commentary and key insights towards determining options & making recommendations to drive desired outcomes based on organizational goals.8. Performs “ad-hoc” assignments which may include special reports, system adjustments or any other tasks, as requested.



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