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Director, Customer Service Center
Crate & Barrel
Morton Grove, IL, United States
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The Customer Service Center Director is accountable for managing all aspects of customer service center business growth and operation. Execute the vision to to achieve service excellence via seamless customer experience, operational efficiency, quality management, workforce planning and technology infrastructure upgrade. Provide direction and leadership on recruiting, coaching and growing talent and capability of the organization. Ensure the organization’s ability to provide high quality services while operating within financial and operational constraints.
• Ensure the organization achieve performance KPI goals
• Responsible for development and administration of annual department budget to support business growth while continuously improve operational efficiencies
• Drive adaptation of new proven technologies to increase efficiency and improve customer experience
• Deliver results against new technology adoption with measurable ROI.
• Foster continuous improvement by identifying and implementing business initiatives to improve staff productivity, customer experience and operational performance in a timely manner.
• Improve organizational effectiveness via efficient recruiting, training, coaching, recognition, workflows, process standardization, staffing levels and performance management
• Develop and document best practices of all customer service related internal and external processes
• Ensure proper communication and collaborations with distribution centers, stores and other departments in the company
• Provide guidance and support to management teams in the Customer Care function.
• Guide the culture within the Customer Experience Center to ensure customer engagements are true to our purpose and values.
• A strong customer focus mindset and metrics-driven approach to problem solving and planning
• Effective analytical skills including working knowledge of financial statement analysis, financial planning, business accounting, staffing models, scheduling, and telecom cost saving opportunities
• Proven experience of managing metrics, identify and execute process improvement initiatives
• Be well versed with latest customer service technology and service providers
• Strong negotiation, interpersonal, written and oral communications skills – including contact negotiation
• Strong mentoring skills with ability to effectively manage group performance and resolve performance issues in a timely manner
• Demonstrate effective collaboration with other business function, especially supply chain, ecommerce, store operation and marketing.
• Excellent customer facing skills required to drive customer communications especially in highly escalated situations
• Proven strong leadership skills to drive changes in fast paced environment
• Strong problem solving skills, fast learner and can-do attitude
Required Skills
• High School Diploma or GED is required
• 7-10 years previous experience in customer service or equivalent operations
• 5+ years management experience with direct reports
• Previous experience and knowledge of with ecommerce operation is highly preferred
The job description and other aspects of the job listed on this job posting should not be construed to contain every function/responsibility that may be required to be performed by an associate in this job. Associates are required to perform other related functions as assigned.