Dandy is hiring a
Customer Experience Capacity Facilitator

Summary

Dandy is hiring a Customer Experience Capacity Facilitator to manage day-to-day capacity operations, identify key variables influencing capacity, make changes for enhancing workflow optimization, communicate with supervisors about scheduling gaps or changes, and maintain, refine, or improve operational tooling.

Requirements

• 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 manage 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

Responsibilities

• 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
• Implement necessary changes smoothly and manage 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

Benefits

We offer a wide range of best in class, comprehensive and inclusive employee benefits including healthcare, dental, parental planning, mental health benefits, a 401(k) plan, and paid time off