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.
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.
These positions will be based in Springdale at our new facility and will have approximately 20-25 hourly direct reports.
Previous leadership/management of a team is required and specific contact center experience is highly preferred.
Bachelor's degree in Business, Technology , Communications, or related field.
OR 2 years’ experience in retail, contact center management, or related area,
1-3 years’ experience with Supply Chain and Leading project work streams.
Min. of 1 year experience with Project Management and Supervising Associates
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
Minimum Qualifications: Bachelor's degree in Business, Technology , Communications, or related field OR 2 years’ experience in retail, contact center management, or related area.
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Leading project work streams, Project Management, Supervising Associates, Supply Chain