Digital Care Services Workflow Lead

Position

A successful individual in this role will be able to perform both operational and client-facing tasks required of the department. Working closely with leadership, the Workflow Lead will participate in decisions affecting department processes. The Workflow Lead will meet the performance standards and goals asked of advisors and work to communicate areas of improvement within the team to leadership. This position does not hold direct company management or supervisory responsibilities.

 

Job responsibilities

Job Specifics:

• Master of all operational functions asked of the Digital Care Services Specialist position.

• Understand and follow the flow of work to ensure department goals are on target.

• Identify bottlenecks and work on bringing them to resolution.

• Escalate equipment (ie. laptop, headset, consumables) discrepancies and needs to the Supervisor.

• Support in opening weekly appointments, assigning work, and assisting in equalizing team productivity.

• Ensure that work produced by the department meets Louis Vuitton quality standards (ie. dashboard audits, QC emails, send coaching opportunities as necessary).

• Assure department upholds general maintenance and overall station cleanliness at all times.

• Identify improvement opportunities and challenges to the status quo, providing recommendations that may be implemented.

• Maintain a positive and collaborative working environment with all departments.

• Follow up on exceptions, prioritizing backlogged and escalated cases.

• Regular communication with the supervisor to review any opportunities and observations within the department.

• Participate in improvement projects within the department.

• Performs regular audits on the team’s active cases (appointment attendance, uncategorized calls, aged OE, assigned/pending/draft statuses, payments, etc.).

• Supports with appointments, queue coverage and follow-up on team dashboards as necessary to meet SLA.

• First level of support with escalations. Communicates directly with retail to obtain timely responses as appropriate.

• Monitors queue performance and team adherence, alerting leadership of any opportunities.

• Supports training and onboarding new hires.

• Performs other duties as assigned by leadership.

 

Interpersonal Skills:

• Must be detail-oriented

• Adheres to all company policies and procedures

• Effectively works and communicates professionally within a team environment

• Subject to special projects as deemed necessary

 

Operations:

• Foster cross-department collaboration by working closely with supervisors, managers, etc.

• Ensure business opportunities are maximized through efficient workflow management, being a visible presence and support, exploring creative solutions that will benefit the client and the brand.

 

Profile

Additional Skills, Knowledge, and Personal Attributes:

• Computer literate

• Advanced interpersonal skills

• Reliable attendance and punctuality

• Agile

• Comfortable communicating with management

• Integrity and trust

• Functional/technical skills

• Elevated communication skills, both written and verbal

• Strong team player and problem solver

• Spanish & English proficiency is a plus

• Flexibility to work overtime as required

 

Work Schedule:

Monday - Friday, 5:30 am -- 2:00 pm (opportunity to work remotely on Fridays).

 

Compensation information:

The appointed candidate will be offered a salary within the range of USD $23.00 -- $26.00/hour, plus a comprehensive benefits package including: medical, dental, vision, short and long-term disability, various paid time off programs, employee discount/perks, and retirement plan with employer contributions.

 

Additional information

Louis Vuitton is a company that respects the uniqueness of each employee and offers everyone the means to find their place and prosper. We promote initiatives aimed at supporting professional equality for everyone. We strive to go above and beyond purely symbolic measures by building a culture passionate about meaningful strategies aimed at crafting an inclusive workforce.

 

In addition to a generous benefits package, unparalleled career development opportunities, both locally & globally, as an employee at Louis Vuitton, you can expect to be provided with industry-leading training, which will offer you an in-depth insight into the luxury and retail environment.

 

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