About Tecovas
Heritage cowboy boots, redefined for modern shoppers
Key Highlights
- Over $105 million raised in Series B funding
- Headquartered in Austin, TX with 13 retail locations
- Boots made in a veteran factory in LΓ©on, Mexico
- 70% of sales come from outside Texas
Tecovas is a leading online retailer of cowboy boots, revolutionizing the heritage western brand experience. Headquartered in Austin, TX, Tecovas utilizes a direct-to-consumer model that allows them to offer high-quality boots made in LΓ©on, Mexico, at competitive prices. With over $105 million in fu...
π Benefits
Tecovas provides comprehensive health insurance covering 99% of premiums, 100% coverage for dental and vision for families, flexible PTO, paid parenta...
π Culture
Tecovas combines traditional craftsmanship with modern eCommerce, making high-quality cowboy boots accessible to a broader audience. The company value...
Customer Operations β’ Lead
Tecovas β’ United States - Remote
Skills & Technologies
Overview
Tecovas is hiring a Customer Service Workforce Management Specialist to lead workforce optimization efforts. You'll analyze data to enhance productivity and ensure optimal staffing levels. This role requires 2+ years of customer service experience and proficiency in relevant software applications.
Job Description
Who you are
You have 2+ years of experience in customer service, ideally with team management skills β you've developed a keen understanding of workforce optimization and scheduling management. Your excellent organizational and time management abilities allow you to handle multiple tasks efficiently while maintaining a focus on quality and results.
Your strong analytical and problem-solving skills enable you to leverage data effectively β you can identify trends and correlations that drive strategic decision-making. Proficiency in Excel, Microsoft Office Suite, and Google Drive is second nature to you, allowing you to create insightful reports and manage data seamlessly.
What you'll do
As the WorkForce Specialist Team Lead, you will report directly to the CX Operations manager β your primary responsibility will be to ensure the departmentβs staffing levels are optimized for efficiency. You will analyze workforce productivity and statistics to identify patterns and trends that correlate with scheduling for the CX team.
You will develop and maintain reports that communicate insights discovered, focusing on user productivity, SLAβs, employee schedule compliance, and staffing levels. Monitoring real-time customer volume and agent performance will be crucial, as you will need to adjust staffing levels and schedules as necessary to meet service-level agreements.
Your role will also involve forecasting, planning, and scheduling based on historical data, trends, budget, and departmental goals. Staying updated on industry trends and best practices regarding workforce planning and management for customer service operations will be essential for your success.
You will manage program administration and provide necessary platform training for team members to use systems and manage reports effectively. Identifying opportunities for improvement and presenting findings to management will be key to driving positive decision-making within the team.
What we offer
At Tecovas, we value our employees and strive to create a supportive work environment. You will have the opportunity to work remotely while being part of a dynamic team focused on enhancing customer service operations. We encourage you to apply even if your experience doesn't match every requirement, as we believe in fostering growth and development within our team.
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