**Job Title: WFO Process Lead**
**Role Overview**
As the WFO Process Lead, you will be responsible for bridging the gap between workforce operations and customer support systems, ensuring seamless coordination and optimal performance. This role encompasses emergency response planning, customer experience enhancement, technology integration, training and development, and workforce optimization. The compensation range is $9-11 USD/hour. This is a non-exempt, hourly, full-time (40h/week) role.
**Key Responsibilities**
- Ensure constant tracking and analysis of the automated self-service system's performance for ongoing optimization and alignment with desired outcomes.
- Create, review, update, implement, and train CSRs on tech-related SOPs. Ensure alignment with evolving tech advancements for standardized customer service operations.
- Develop and maintain contingency plans for workforce disruptions, technical outages, etc.
- Monitor and track the resolution progress of each support ticket, ensuring timely and effective solutions.
- Analyze customer feedback to identify recurring issues and assess response times for continuous improvements.
- Act as the primary point of contact for technical issues within the customer service team.
- Collaborate with IT teams to integrate new digital solutions, ensuring compatibility with existing systems.
- Provide ongoing education on operational best practices, emergency response protocols, and customer service excellence.
- Lead continuous improvement projects to optimize operational processes and enhance customer support capabilities.
- Monitor real-time data to identify and address immediate staffing needs for efficient resource allocation.
**Qualifications**
- Bachelor's degree in computer information sciences (CIS), Programming, Computer Software Engineering, Computer Engineering Technologies, OR equivalent demonstrated work experience (preferred).
- Strong analytical and problem-solving skills with the ability to interpret data and derive actionable insights.
- Hands-on experience with customer relationship management (CRM) systems, workforce management tools, and analytics software.
- Proven ability to collaborate effectively with cross-functional teams.
- Track record in operations management or customer support coordination.
- Customer-focused orientation with a deep understanding of customer service principles.
- Excellent organizational skills, prioritization abilities, and exceptional written and verbal communication skills.
**Physical Requirements**
Must be able to exert up to 10 pounds of force occasionally or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body. This role involves sitting most of the time but may also involve moving for brief periods.
**Benefits Summary**
- Competitive compensation, commensurate with experience.
- Sick time.
- Paid company holidays.
- Flexible vacation.
- Employee and immediate-family discounts on all products (upon 60 & 90 days of employment).
**The Culture at MaryRuth**
We are a fast-growing startup with a small, unified team that has a lot of fun and a big drive to change the world through our products. We are primarily an E-commerce, health-conscious company with a focus on creating vegan and organic vitamins and supplements for everyone.
We believe our work benefits from the diverse perspectives of our employees. As such, MaryRuth celebrates inclusion and is committed to equal opportunity employment.
