Customer Experience Capacity Facilitator

Dandy is hiring a Customer Experience Capacity Facilitator to join our rapidly growing venture-backed company. The Customer Experience team delivers best in class dental technical knowledge and customer service in a timely manner. In this role, you’ll help facilitate, schedule, and plan the operation for all of our Customer Experience teams.

What You’ll Do

• 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.

What We’re Looking For

• 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.