Customer Care Operations Specialist

2 weeks ago

Reno, Nevada, United States MSC Industrial Direct Full time
Advance your career with MSC Industrial Direct.
At MSC, we believe that exceptional service begins with outstanding individuals committed to excellence.

As a prominent distributor of metalworking and maintenance, repair, and operations (MRO) products and services in North America, we are dedicated to building a diverse and inclusive workplace.

Discover why MSC is the right choice for you and join our mission to create a supportive environment.


Position Overview:

The Customer Care Operations Specialist plays a vital role in managing workforce planning and scheduling within our Customer Care Department.

This position is essential for ensuring the efficient allocation of resources at each site, enabling us to deliver exceptional service while meeting our key performance indicators (KPIs).

Key Responsibilities:

  • Coordinate and schedule activities within the customer care team, including training sessions, meetings, and development initiatives.
  • Oversee the workflow of team members to optimize their time and productivity.
  • Utilize independent judgment to manage and prioritize multiple requests from team members in real-time, including handling time-off requests.
  • Streamline processes within customer care to enhance the efficiency and effectiveness of team efforts, focusing on quality monitoring, coaching, and corrective actions.
  • Maintain accurate and current data in workforce management systems regarding schedule exceptions and adherence to performance targets.
  • Analyze workforce management data to identify trends in call volume, staffing requirements, peak periods, and optimal times for offline activities, making recommendations for improvements.
  • Collaborate with the Daily Operations team and Customer Care leadership to continuously optimize schedules to support customer needs while achieving KPIs. Effective communication with all stakeholders is crucial.
  • Assist the Daily Operations Assistant Manager in overseeing the daily functions of the Customer Care center.
  • Ensure confidentiality of team members' personal information and performance data.
  • Promote the MSC culture within the department and across the organization to fulfill MSC's vision and purpose.
  • Participate in special projects and undertake additional responsibilities as needed.
Qualifications:

To succeed in this role, candidates should meet the following criteria:

  • High School Diploma or equivalent required.
  • A Bachelor's degree in Business or a related field is preferred.
  • A minimum of four years of experience in inbound/outbound contact center operations is required.
  • Experience in managing phone queues with a focus on flow and superior customer service is preferred.
Skills:

  • Strong analytical, statistical, and mathematical skills are essential.
  • Familiarity with workforce management and call monitoring applications is preferred.
  • Understanding of key contact center metrics, including service levels and schedule adherence, is advantageous.
  • Proficiency in contact center technology is required.
  • Knowledge of Avaya telephony solutions is a plus.
  • Advanced skills in MS Office Suite, particularly Excel and Access, are required.
  • Demonstrated ability to coach and mentor team members is necessary.
  • Excellent written and verbal communication skills, along with strong interpersonal skills, are required.
Additional Requirements:

  • A valid driver's license and the ability to travel occasionally are required.
  • This position may require access to sensitive information.

Compensation starts at $64,300, depending on experience.
The salary range is based on similar roles in comparable industries and locations, with actual compensation reflecting the candidate's experience and qualifications.

Why Choose MSC?
At MSC, we value collaboration, insight, and trust. We work closely with our customers to drive business success.

With over one million product offerings and more than 75 years of industry experience, MSC is committed to helping our customers enhance productivity and profitability through innovative supply chain solutions.

We prioritize our associates' growth and provide various programs to support their development and well-being.

If you are eager to learn, take risks, and succeed as part of a team, consider building a rewarding career with MSC.


Equal Opportunity Commitment

MSC is dedicated to fostering an environment of mutual respect and equal employment opportunities for all qualified applicants and associates, regardless of race, color, religion, age, sex, national origin, disability, protected veteran status, sexual orientation, gender identity/expression, or any other category protected by applicable law.

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