Minted is seeking a talented and passionate Customer Service Workforce Manager to join our team. The Customer Service Workforce Manager is a critical role in the Customer Service organization. The manager is responsible for managing Minted’s call center coverage to ensure an efficient workload and workforce balance to ensure Minted can continue to deliver best in class customer service as measured by Net Promoter Score. He/She will provide subject matter guidance to all levels of the organization, as well as develop processes and procedures to implement business strategies to deliver key quality and service level metrics. The Workforce Manager partners with customer service strategy and analytics leaders to develop comprehensive monthly volume forecasts for budget and capacity planning purposes. He/She is also responsible for developing and maintaining models pertaining to short and long term call volume, handle time and shrinkage forecasting. This person will enjoy “rolling up his/her sleeves” to make an impact and deliver results resourcefully.
Minted is a design platform whose mission it is to bring the best in independent design to consumers everywhere. The company's art, stationery, and textiles products have reached over 40 million homes worldwide.
Minted uses technology to bring unique, best-selling design to market at scale. Using its crowdsourcing technology, consumers are empowered to vote for the designs they love and want to see sold, ensuring that Minted always sells continuously fresh and trend-forward product. The winning designs are manufactured by Minted, enabling artists from around the world to share and sell their work while letting Minted do the rest. Since launch in 2007, the company has expanded to serve consumers in new categories including wall art, textiles, digital content and home decor, as well as serve major retailers and consumer products brands with data-backed design through licensing and wholesale partnerships.