Manager, Customer Solutions Center

Overall Job Summary

This position manages the contact center operation and supervises, builds, and empowers the team that provides legendary service in doing whatever it takes to provide a solution for the customer. This position is responsible for the execution of the Customer Solutions Center strategic vision and contributes to the team’s long-term integrated roadmap and initiates/recommends strategic initiatives and continuous improvement.

Essential Duties and Responsibilities (Min 5%)

• Manage Contact Center Operations:
• Labor, payroll, workforce planning & scheduling.
• All supervisory delegated responsibilities & performance.
• A complete understanding of current trends, forecasts, & opportunities necessary to support the labor model.
• Executable initiatives to reduce cost, increase efficiency, scale & improve operations.
• Own Store/Customer Service Experience:
• Service levels, quality, customer service scores, and customer resolution/retention.
• All supervisory delegated responsibilities & performance.
• A complete understanding of current trends, forecasts, & opportunities.
• Executable initiatives to improve levels & experience, improve first contact resolution, & increase quality.
• Manage the team’s ability and strategy to sell:
• All direct customer facing sales activities, including GURA, cross-sell, & complimentary selling.
• All indirect customer facing sales activities, either online, in-store, or omnichannel.
• All supervisory delegated responsibilities & performance.
• A complete understanding of current trends, forecasts, & opportunities.
• Executable initiatives to increase sales, capitalize on sales, and provide legendary service & sales.
• Manage the team’s training, development, and succession plan:
• Maintain the team’s 9-Block, individual development plans, and execute identifiable opportunities for development.
• Advance team performance and operation capitalizing on strengths & competencies; improve all weaknesses.
• Initiate and recommend actions necessary, including specific requirements, at both the tactical and strategic level:
• Increase and integrate technologies and systems.
• Reduce manual processes.
• Standardize manual processes that do not automate.
• Improve store & customer cross-channel experience.
• Partner with SSC stakeholders to improve communication, content, and self-serve; reduce inbound contact.
• Communicate specific opportunities to SSC stakeholders to increase sales, value, customer retention, & Brand loyalty.
• Advocate for the store and the customer in all situations, operations, technologies, content, projects, and strategy.
• Serve as the Director’s chief point-of-contact contributing to the team’s long-term integrated roadmap.
• Primary point of contact to develop the customer journey experience for stores & customers.
• Maintain a working knowledge of industry knowledge used for current & future state purposes.
• Report and analysis of contact center metrics.
• May assist with preparation and monitoring of department budget.
  
  

Required Qualifications

Experience: 7 years management experience

Education: Bachelor’s degree

Preferred Knowledge, Skills Or Abilities

Master’s degree preferred. Experience in growing/evolving contact center preferred. Advanced experience with Cisco phone system, ServiceNow, and contact center software systems preferred. Any suitable combination of education and experience will be considered.

Working Conditions

• Normal office working conditions
  
  

Physical Requirements

• Lifting up to 10 pounds
• Sitting
• Standing (not walking)
• Walking
• Kneeling/Stooping/Bending
• Reaching overhead
  
  

Disclaimer

This job description represents an overview of the responsibilities for the above referenced position. It is not intended to represent a comprehensive list of responsibilities. A team member should perform all duties as assigned by his/ her supervisor.