About the right team member

Nothing is more exciting to you than solving a particularly difficult problem. When approached with an issue, you don't assume the answer — you dig deep to get to the root and propose appropriate solutions. You're an excellent communicator, easily breaking down complex issues so they can be understood and digested by internal partners, and your organization skills are bar none. You know how our team operates inside and out, and you thrive working on projects with a lot of nuanced details and moving parts. You recognize when a process or system is broken or not as efficient as it could be, and you create the tools and resources needed to fix the problem and ensure scalability as the team and business continue to grow. You're comfortable with data and know the questions to ask and inputs involved to make sure you're approaching every problem holistically.

About the role

• • Own Assembled relationship and become an Assembled expert, ensuring constant health and evolution of how we forecast, schedule, and measure adherence

  Scheduling:

  • Schedule domestic and BPO teams on ClassPass channels (e.g., email, chat/messaging, social) and specialized workflows during the week, weekend, and over holidays
  • Continuously improve scheduling by identifing gaps and propose solutions that (1) maximize team productivity, and (2) align staffing to > hourly volumes (3) provide gaps and solutions in retrospectives post-busy season via updating model and/or backlog SOP

  Forecasting:

  • Forecast demand and headcount needed based on historical trends
  • Partner with CX peers and cross-functional partners to continuously finetune CX forecast

  Monitoring:

  • Monitor queue activity and service levels intra-day and proactively recommend and implement day-to-day staffing changes according to team and business needs
  • Lead communication regarding events that impact SLAs via owning the Inbox Health Checks channel and triggering the backlog SOP in real time
  • Consistently assess and improve team onboarding and offboarding workflows; identify skill gaps when Associates leave and alert Enablement team to skill gaps so additional Associates can be trained to mitigate gaps

  Other:

  • Support reporting needs, including monitoring and maintaining dashboards
  • Support additional operational projects where needed

Skills & experience

• • 1 years experience with a Customer Experience focus
  • Proficient in or eager to learn Assembled, Zendesk, SQL, Excel and Tableau reporting
  • Top-notch organization skills and detail obsessed, even in fast-paced and ever-changing environment
  • Excited by new challenges, solving complex problems, and learning new skills
  • Deep passion for customer experience with a proven track record of driving results
  • Natural curiosity for understanding daily metrics and quantifying results
  • An ability to blend both the quantitative with the qualitative to drive insights
  • Excellent writing and grammar skills and effective communication, externally and internally

Pay transparency

It is Mindbody's intent to pay all Team Members competitive wages and salaries that are motivational, fair and equitable. The goal of Mindbody's compensation program is to be transparent, attract potential employees, meet the needs of all current employees, and encourage Team Members to stay with our organization.

Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location.

The base salary range for this position in the United States is $30 to $40 per hour. The total compensation package for this position may also include performance bonus, stock, benefits and/or other applicable incentive compensation plans.