DTC - Workflow Lead

About the job

This role is for an operational lead who will master all functions of the Care Expert position. The primary focus is on ensuring efficient workflow, achieving departmental goals, and maintaining Louis Vuitton's quality standards. Key responsibilities include overseeing team productivity, identifying and resolving operational challenges, and supporting the department's continuous improvement. The lead will also be crucial in maintaining a collaborative work environment, providing second-level support for escalations, and assisting in the training and development of new hires.

Job responsibilities

• Master of all operational functions asked of Care Expert position.
• Understands and follows the flow of work to ensure department goals are on target.
• Identify bottlenecks and works on bringing to resolution.
• Escalate equipment (ie. laptop, headset, consumables) discrepancies and needs to Supervisor.
• Support in work assignments and review team productivity, reporting to leadership.
• Ensure that work produced by department meets Louis Vuitton quality standards (ie. QC emails and calls from team)
• Assures department upholds general maintenance and overall station cleanliness at all times.
• Identify improvement opportunities and challenges the status quo, providing recommendations which may be implemented.
• Maintain a positive and collaborative working environment.
• Follow up on exceptions, prioritizing backlogged cases.
• Delegate tasks and assignments to advisors, aiming to improve organizational effectiveness.
• Regular communication with Supervisor to review any opportunities and observations within the department.
• Assures department’s work volume is distributed equally and deadlines set are feasible.
• Participate in improvement projects within the department.
• Performs regular audits on team’s active cases (appointment attendance, uncategorized calls, assigned/pending/draft statuses, payments, etc.)
• Assist with DEF and RO exchange workflow.
• Second level of support with team escalations and MyCR flow. Communicates directly with stores to obtain timely responses to team inquiries.
• Reviews DUE surveys and following up with advisors to outreach Promoter cases, while reporting neutral and recovery cases to leadership.
• Monitors queue performance and team adherence, alerting leadership of any opportunities.
• Supports with training and onboarding new hires.

Profile

Interpersonal Skills:

• Must be detail-oriented
• Adheres to all company policies and procedures
• Effectively works and communicates 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

• Computer literate
• Advanced interpersonal skills
• Reliable attendance and punctuality
• Agile
• Comfortable communicating to 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
• Must be able to work overtime as required

Schedule:

Tuesday - Friday: 1:00 PM - 10:00 PM; Saturdays: 9:30 AM - 6:00 PM

Compensation:

The compensation for this position starts at $28.00 per hour, with an additional $2 shift differential for hours worked

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.