Customer Experience Capacity Facilitator

August 30

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Dandy

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More than a dental lab—a complete digital solution 🦷⚡️

Technology • Orthodontics • Dental Technology • Dental Laboratory • Digital Dentistry

501 - 1000

💰 Venture Round on 2019-12

Description

• Gain an in-depth understanding of all customer service department's processes and functions. Identify key variables that influence capacity, then develop and suggest changes for enhancing workflow optimization. • Manage day-to-day capacity operations including scheduling and staffing.Implementing necessary changes smoothly and managing change effectively. • Communicate with supervisors and managers about any scheduling gaps, conflicts or changes that need to be implemented. • Responsible for weekly staffing and headcount allocation planning decisions based on analyzing volume and demand data. • Maintain, refine and/or improve operational tooling to meet customer expectations.

Requirements

• 3+ years of capacity management experience required, preferably within a customer support function. • Skilled at learning an operations strengths, identifying and communicating areas of opportunity • Ability to prioritize tasks and delegate when appropriate across multiple systems/tooling • Desire to work in a high-velocity, ambiguous, and business-critical environment. • Adapts to change quickly and easily and performs effectively during times of change; demonstrates the ability to multi-task and manages competing priorities effectively • Builds respectful and effective working relationships; collaborates with others to achieve common goals • Conveys information clearly and concisely, both verbally and in writing; adjusts communication to meet the needs of the audience • Basic understanding of CRM Tech platforms and tooling, with the ability to learn new platforms quickly. • Familiarity with balancing state regulations and capacity demands.

Benefits

• Healthcare • Dental • Parental planning • Mental health benefits • 401(k) plan • Paid time off