Job description

What you'll do

• Modifies contact center operations as required to meet service level agreements by monitoring service levels, resolution specialist performance reports, and metrics; developing skill and service improvement action plans; providing guidance on action plan implementation; adjusting specialty associates' daily work assignments to meet business needs; maintaining appropriate staffing based on service level needs; and approving schedule changes and requests for time off for hourly associates in accordance with company policies and procedures.
• Ensures contact center productivity, performance, and production by providing feedback on individual areas of opportunities and ensuring resolution specialists and support leads are supported; conducting service reviews; delegating work and overseeing its completion; creating development and improvement strategies for the team; providing direction to leadership on adjusting work environment and tasks; promoting processes that support associate and customer satisfaction; and reporting areas of associate concern to contact center management.
• Resolves escalated contacts by verifying and determining escalation needs for issues; providing direction for handling sensitive contacts; identifying root cause, impact on business, and key resolution partners for escalated issues; determining resolution options; implementing, or influencing other departments to implement, resolutions; responding to ad hoc requests for information on escalated contact situations; and partnering with key stakeholders to support corporate resolution or action plan.
• Develops analytics and reporting solutions by identifying business requirements; researching potential solutions; making recommendations to meet business objectives; conducting analysis and design; building solutions and/or collaborating with key stakeholders to build the solutions; and creating reports and communicating results to leadership.
• Designs and performs data analyses by locating, pulling, and formatting data; synthesizing data; ensuring accuracy and relevance of data; identifying and determining analytical approach; conducting analysis; compiling data into reports and sharing with senior leaders; and advancing analyses based on different business scenarios or assumptions.
• Supports the implementation of special projects for the contact center by collaborating with leadership on project requirements; leading cross-functional coordination; evaluating trends and prioritizing potential areas of opportunity; developing project plans and recommending them to leadership; managing project implementation; and tracking and reporting on project status.
• Demonstrates up-to-date expertise and applies this to the development, execution, and improvement of action plans by providing expert advice and guidance to others in the application of information and best practices; supporting and aligning efforts to meet customer and business needs; and building commitment for perspectives and rationales.
• Provides and supports the implementation of business solutions by building relationships and partnerships with key stakeholders; identifying business needs; determining and carrying out necessary processes and practices; monitoring progress and results; recognizing and capitalizing on improvement opportunities; and adapting to competing demands, organizational changes, and new responsibilities.
• Models compliance with company policies and procedures and supports company mission, values, and standards of ethics and integrity by incorporating these into the development and implementation of business plans; using the Open Door Policy; and demonstrating and assisting others with how to apply these in executing business processes and practices.

Minimum Qualifications

Bachelor's degree in Business, Technology , Communications, or related field OR 2 years’ experience in retail, contact center management, or related area.

Preferred Qualifications

Leading project work streams, Project Management, Supervising Associates, Supply Chain

Job Type: Full-time

Pay: $60,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Monday to Friday
• Weekend availability

Education:

• Bachelor's (Required)

Experience:

• Retail management: 2 years (Preferred)
• Call center management: 2 years (Preferred)

Work Location: Remote

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