Assistant CX Manager

Mission

This person will assist with managing the CX Support Team by carrying out administrative tasks, supporting agents, and managing schedules.

Requirements

Scheduling

• Ensure the CX Support Team schedule closely matches forecasts
• Identify and implement agent schedule changes
• Approve/Deny PTO and Make-Up Days
• Coordinate break-times
• Approving timesheets

Zendesk Management

• Escalated Cases
• Handling all ‘Manager request’ phone calls
• Sending warning messages to customers
• Monitoring the inbox
• Moving tickets to prevent a backlog
• Moving tickets to minimize response time

Quality Assurance Support

• Complete monthly QA assignments by the 20th of each month

Performance Coaching

• Hold 1x1 “Check-in” meetings with CX Agents
...

CALPAK is seeking an experienced Assistant Manager of Customer Experience and Retail Operations to join our team! The ideal candidate has experience in customer service and/or retail operations, with an excitement for new challenges and a passion for building excellent customer experiences. This role will report to the Sr. Manager of Customer Experience and Retail Operations, and will work closely with colleagues in the retail, digital, marketing, operations, and production departments with a focus on driving customer satisfaction, operational efficiency, and sales growth.

Requirements

Requirements:

• Work closely with the Senior Manager on leveraging workflows, automations, and AI and  implementing new tools or platforms across customer service channels to enhance efficiency within the CX team.
• Support reporting needs to track performance and turn insights into actionable improvements for the CX team to...