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Director, Customer Care
Belk
Charlotte, NC, United States
Job Details - this job has expired, please see similar jobs below
The Director of Customer Care s is accountable for the overall strategy and operation of Belk’s third-party call centers, inbound customer inquiries to the corporate office team, including crisis communications, and management of the customer experience digital surveys.
Essential Functions:
• Lead an internal and external/third party call center to meet or exceed KPI’s and expectations
• Develop and execute a strategic plan through the entire operation - from process through execution/service delivery
• Collect, analyze and present appropriate data from the perspective of improving performance, processes and quality
• Initiate Action Improvement Plans when KPI’s are not being met to drive performance improvement
• Oversee the operating procedures of the call center to ensure company standards and customer satisfaction are being met or exceeded
• Supervise, mentor and develop all associates on the team
• Build positive relationships and partnerships between internal / external business partners and the customer communications team
• Provide leadership in the execution of the company Crisis Management plan with partners throughout the organization, when necessary
• Manage to the annual budget
• Analyze and report on financial variances and initiate operational change to increase revenue and/or reduce cost and improve financial results
• Partner with internal and third parties to implement new vendors, support project initiatives and processes within the operation
• Manage vendors to ensure they meet the defined expectations (i.e. SLAs, appropriate staffing and training)
• Based on the data analysis results and business feedback, lead and influence other areas of the business in the decision-making process
• Performs other related duties as assigned
Education / Experience Requirements:
Position Contribution Level:
Minimum Education & Experience:
• Bachelor’s degree required
• Proven leadership and demonstrated abilities in directing, motivating, and nurturing high performing teams in a customer focused environment
• Minimum of 5 years of demonstrated supervisory experience required
• Analytical skills to perform high-level cost, risk and benefit analysis without compromising quality customer service
• Must be able to effectively manage multiple projects simultaneously
Preferred Education & Experience:
• Retail experience preferred
• Crisis Management leadership
• Call center leadership
• Third party call center experience a plus
Knowledge / Skills Requirements:
• Strong analytical skills to help review key performance indicators.
• A desire for achieving results
• Ability to multi-task
• Excellent communication skills
• Proficient knowledge of Microsoft Word, Excel and PowerPoint
• Ability to perform in a fast-paced, deadline-oriented work environment
• Strong attention to detail
• Building effective relationships with internal and external business partners
• Strong vendor management experience
• Ability to successfully lead a team and be an influencer for decision making
• Must possess strong organizational, analytical, communications, problem solving and decision-making skills
• Schedule flexibility is needed
• Ability to handle highly sensitive cases
Physical Requirements:
Reporting Relationships:
Supervisor:
VP, Credit & Customer Communications
Supervises:
Three direct reports – two salaried leaders and one hourly customer service rep
Disclaimer:
For reasonable accommodation information for an ADAAA qualified disability please see Belk Associate Handbook for policy and procedures.