Director, WFM, Planning, & Business Operations

The Director, WFM, Planning, & Business Operations at Quince will lead workforce management, capacity planning, and forecasting for our Customer Experience and Support (CS) team. This role involves managing CS tools, analyzing data for continuous improvement, and ensuring that customer service aligns with company growth. The successful candidate will also coordinate CS resourcing to support strategic initiatives and maintain operational efficiency.

To qualify for the Director, WFM, Planning, & Business Operations role at Quince, candidates should have at least 5 years of relevant customer service experience, particularly in workforce management and capacity planning. Experience managing BPO relationships and familiarity with e-commerce companies is preferred. Strong data analysis skills, excellent communication abilities, and the capacity to work in a fast-paced environment are also crucial.

The Director, WFM, Planning, & Business Operations at Quince plays a vital role in enhancing the customer experience by implementing innovative strategies that balance customer satisfaction and operational efficiency. This includes developing tools that improve service delivery, monitoring key performance indicators, and continuously improving processes based on data-driven insights.

Employees at Quince can expect a vibrant culture that emphasizes teamwork, innovation, and a commitment to superior customer service. The Director, WFM, Planning, & Business Operations will work alongside a talented team that values diversity and collaboration, all while remaining dedicated to the company's core principles of sustainability and high-quality standards.

The salary range for the Director, WFM, Planning, & Business Operations at Quince is between $140,000 and $170,000 USD. The compensation reflects the experience and potential impact the candidate could bring to the company, ensuring that hard work and talent are rewarded competitively.

In responding to this question, focus on specific strategies you've implemented in your previous roles to enhance workforce management. Highlight your proficiency in tools or software you’ve used and how you've successfully forecasted demand. Provide examples of how your efforts improved team performance and customer satisfaction.

When addressing capacity planning, explain your method for using data analytics to predict service demand. Discuss how you've adjusted staffing levels or optimized schedules to ensure service levels meet customer expectations, while also considering budgetary constraints.

Outline the key performance indicators you focus on, such as customer satisfaction scores, response times, and first contact resolution rates. Explain how these metrics guide your decision-making and help in identifying areas for improvement within the organization.

Discuss specific tools or systems you've introduced or improved upon in previous roles. Detail how you identified the need for these tools, your process for implementation, and the positive impacts they had on both agent performance and customer experience.

Share your strategies for managing stress and maintaining productivity, such as prioritizing tasks, leveraging teamwork, or using data to keep track of performance. Emphasize your ability to remain calm and focused while motivating your team to perform at their best.

In your response, provide a detailed example of a challenge related to performance or communication with a BPO partner. Describe the steps you took to address the situation, and highlight any positive outcomes or lessons learned that enhanced future collaborations.

Focus on your creativity in developing new initiatives or procedures that resulted in enhanced customer interactions. Provide case studies or results to demonstrate how these changes positively impacted customer satisfaction scores or operational efficiency.

Discuss your understanding of industry regulations and share practices you’ve implemented to ensure compliance. Explain how you train teams on these standards and monitor adherence, emphasizing the importance of protecting customer data.

Highlight specific instances where you've worked closely with other departments, such as IT, marketing, or sales, to achieve a common goal. Discuss the importance of communication and teamwork in fostering successful outcomes.

Articulate your leadership philosophy and how it translates into practice. Provide examples of how you motivate and engage your team, handle conflicts, and support professional development to foster a positive and productive atmosphere.