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Sr. Director Customer Service Center
Entertainment & Media Industry Company
Norcross, GA, United States
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Job Summary:
Responsible for the sales, customer experience, operational execution, financial performance, and employee satisfaction at Customer Service Centers. Ensures an excellent working environment, maintaining staffing levels and training, to motivate the team. Provide leadership and direction for diverse and complex functions. Contributes to the development of the organization's business strategy. Interprets business strategy and develops organizational objectives that align with the strategy. Typically manages multiple teams of professionals across a wide geographical area.
Core Responsibilities:
• Develop strategic sales, service and financial plans goals and budgets for Customer Service Centers.
• Direct all operational processes including developing/implementing new routines with regards to sales, cash and equipment controls, customer experience, security, and employee engagement.
• Provide strategic/consultative guidance and support to Divisional, Regional, and Market area Customer Service Center teams to maximize sales effectiveness.
• Liaison cross-functionally with leadership teams in other groups within the Region, Division and Corporate to identify and implement initiatives and/or best practice programs.
• Direct recruitment, training, and development of employees with regards to sales, products, processes and customer service.
• Review, analyze, audit, and develop customer and financial reports including sales, inventory, production, payroll, VOC, and CSC ROI vs. budget.
• Work in a fast paced environment and effectively develop cross-functional partnerships.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Regular, consistent and punctual attendance. Must be able to work nights, weekends, holidays, and variable schedule(s) as required in a retail environment.
• Other duties and responsibilities as assigned.
Job Specification:
• Bachelor's Degree or Equivalent
• Business
• Generally requires 10+ years related experience
Company is an EOE/Veterans/Disabled/LGBT employer