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