Director, Customer Support - Open to REMOTE

Location : Location :

Location :

Director, Customer Support - Open to REMOTE in Taftville, CT at Bob's Discount Furniture Location :

Experience : Not Specified

Not Specified

Searches for ways to help make Bobs Customer Service Department Best in Class.

Manages the day-to-day activities of all of Bobs Discount Furniture Customer Care contact centers (including 3rd party centers), ensuring that consistent quality service levels are achieved in accordance with established service level agreements

Oversees the operations of the Service Technician department, developing and maintaining the operating budget

Directs coaching and development efforts ensuring staff development from manager to entry level. Focuses quality assurance efforts on the development of communication skills, product and systems knowledge with the goal of an improved customer and employee experience

Leads initiatives for the department and company as assigned

Reviews and analyzes production and service level reporting and presents to management as applicable

Assists in developing and maintaining the Customer Care operating budget, ensures adherence to budget, and takes corrective action as necessary

Ensures that each member of the contact center is up-to-date on service and sales offerings through defined training initiatives

Acts as a liaison to Store, Delivery, Senior Management and DC Management to resolve escalated issues involving customer service, delivery, or other customer concerns

Works with contact center staff, line of business managers, Merchandising and Advertising staff, etc. to ensure that marketing initiatives are communicated to staff in advance of roll-out

Ensures that coordination of technology initiatives which impact the contact centers are scheduled and rolled out in accordance with contact center Workforce Management and Information Technology best practices

Participates in any Store openings or acquisition / merger activities that impact the contact center. Keeps abreast of new merchandise and support offerings required as a result

Participates in civic activities to promote growth and development of the community and a positive image for the Company

Selects qualified team members for all direct reports, Directs, monitors, and appraises the performance of all reporting units and provides the necessary coordination between activities.

Directs and monitors vendor resources, ensures companys goals are reflected in their processes, scripts and overall performance.

Identifies training needs, initiates development of subordinates, and recommends effective personnel action, and any other related responsibilities

This position will manage the Service Technician department budget, participate in forecasting activity and staffing levels for the annual Customer Care department budget process and will be involved in the task of optimizing staffing (i.

e., minimizing staff expense / maximizing productivity) to achieve service levels.

Supervises the Manager of Operations of the Service Technician dept., the Site Managers for BDF contact centers, the Customer Care Business Analyst, and the Third Party contact center relationships.

Completes performance reviews; makes employment decisions; coaches, counsels and develops staff

Performs other duties, projects and responsibilities as assigned

10+ years experience in a large contact center environment

Self starter

Strong operational background a must

Strong Leadership skills

Demonstrated ability to develop and motivate staff

Proven customer service, process improvement, and problem resolution skills

Excellent written and verbal communication skills

Experience managing a departmental budget with expense control proficiency

Proven strong leadership and coaching experience of managers

Experience with contact center telephone platform technology.

Bachelor's Degree

Experience in Retail industry

Experience with home improvement / home furnishings