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Customer Service Workforce Manager






Oakland, CA, US


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.

You will:

    • Provide ongoing operational analysis of the customer service department, advanced planning and scheduling while identifying and implementing changes to improve the level of quality and efficiency of the department.
    • Coordinate all reporting related to workforce management and provide consistent updates to key stakeholders.
    • Proactively provide ongoing internal communication with customer service leadership on volume balancing and staffing requirements in real-time and historically.
    • Develop performance indicators and reporting mechanisms to measure operating standards.
    • Create, implement and modify policies and procedures in order to maintain and improve upon Minted’s best in class service.
    • Partner with the customer service management team to implement timely and innovative labor management to maximize service levels.
    • Partner with the customer service management team to accurately forecast contact volumes, analyze historical call volume, budgetary expenses, and determine future costing.
    • Review and identify department projects that affect department and individual performance that should be categorized and or billed as a workshare.
    • Have the experience and desire to function in a leadership capacity.

You are:

    • A quick learner and a creative problem solver who is detail oriented with a keen ability to identify process and data gaps.
    • Someone who thrives in a fast-paced dynamic environment where flexibility, adaptability and nimbleness prevail.
    • A strong communicator (written and verbal) and active listener who comes with an open-mind and is able to effectively incorporate cross-functional partners in key decisions.
    • Passionate about customer satisfaction and willing to do whatever it takes to achieve it.
    • A strategic, consumer-centric thinker.  You are a superb strategic thinker who has proven the ability to identify new opportunities.  You understand consumer segments deeply and intuitively, and you naturally gravitate to the consumer when answering questions or considering strategies.
    • Results oriented.  You are most comfortable in work environments which are outcome-oriented and merit-based, and are highly motivated by goal accomplishment.
    • A passionate customer advocate. You are ready to put the customer first and influence others across the company to think similarly.
    • Receptive to change.  You are flexible, adaptable, innovative, and open in response to competitive pressure and market change.
    • A collaborative thinker.  You enjoy an environment that has been structured for collaboration and interdependency, drawing on strong functional areas to build your business.
    • A systems thinker. You intuitively understand interdependencies, ask follow-up questions, and drive to solutions that balance the success of initiatives across revenue, quality, brand, and cost goals.

You have:

    • A BA/BS or equivalent work experience; Minimum two years management experience with at least five years customer service experience in Call/Contact Center environment, or experience leading a customer-focused team within a fast paced growing, consumer/retail company.
    • A strong understanding of call center and customer service metrics.
    • Proficiencies with all applicable computer software: i.e., Word, Excel, PowerPoint, Outlook, Salesforce, Workforce Management software, etc.
    • Proven leadership and interpersonal skills and a demonstrated ability to manage, develop, and motivate direct reports.
    • An ability to set goals and drive performance
About Minted
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.

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