Senior Manager, Strategic Call Center Operations

Job Description

Job Description

JOB PURPOSE : The Senior Manager, Strategic Contact Center Operations will lead strategic contact center teams to deliver an exceptional customer experience. The role will focus on creating and driving transformation initiatives and delivering premier experience for top customers to ensure their needs are exceeded, both proactively and reactively. This position is expected to execute the strategic plan by process alignment, continuous improvement, and people development. This position will be heavily customer and external facing.

This is an onsite position that may have the potential to become a Hybrid schedule in the future.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each of these essential functions at a satisfactorily level. Other essential and non-essential functions may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Leads transformation initiatives to deliver enhanced, prioritized customer experience and improve operational efficiency.
• Collaborate with premier customers to understand their unique needs and tailor services accordingly.
• Develop and implement strategies to improve customer engagement and loyalty.
• Acts as a liaison between premier customers and internal teams to ensure seamless service delivery.
• Monitors and evaluates the impact of transformation initiatives on customer experience and operational performance.
• Drives team performance to established KPIs.
• Focuses on operational processes and gaps. Has a continuous improvement mindset.
• Responsible for efficiency improvements and implementation of strategic operations initiatives.
• Leads team in continuous customer experience improvements.
• Leads with priority to coaching and development of team members.
• Builds and maintains strong cross-functional partnership and relationships, both internally and with key customer contacts.
• Drives employee engagement and retention.
• Responsible for assets, expenses, and ensures operating budgets are met.
• Responsible for performance reviews, counseling / disciplinary actions, and additional personnel decisions.
• Establishes policies and procedures to meet a high-quality standard.
• Performs all other duties assigned by Management.

SUPERVISORY RESPONSIBILITIES :

The position is a manager of managers and works under general direction of the Vice President of Call Centers, exercising discretion and independent judgment with respect to matters of significance in the department.

This position interacts with both internal and external customers.

MINIMUM REQUIREMENTS :

Skill Sets :

Other Requirements :

Working Conditions :

About DRB : As the car care technology leader for 40 years, DRB is the ultimate partner for operators who seek rapid ROI, unparalleled membership growth and unwavering reliability. Our technology is designed to give operators the tools they need to maximize their car care investments. From groundbreaking point-of-sale technology to marketing automation that drives traffic, DRB enables data-led business decisions and scalability that helps car washes thrive while delivering extraordinary customer experiences. Choosing DRB means connecting with a partner that is A Vontier Company committed to car wash business success. Learn why leading car wash operators choose DRB : www.drb.com

Vontier (NYSE : VNT) is a global industrial technology company uniting productivity, automation and multi-energy technologies to meet the needs of a rapidly evolving, more connected mobility ecosystem. Leveraging leading market positions, decades of domain expertise and unparalleled portfolio breadth, Vontier enables the way the world moves – delivering smart, safe and sustainable solutions to our customers and the planet. Vontier has a culture of continuous improvement and innovation built upon the foundation of the Vontier Business System and embraced by colleagues worldwide. Additional information about Vontier is available on the Company’s website at www.vontier.com.

The company in which you have expressed employment interest is a subsidiary or affiliate of Vontier Corporation. The subsidiary or affiliate is referred to as “Vontier Company”.

Vontier is proud to be an equal opportunity employer. We strive to build inclusive environments and ensure equitable access, opportunity, and treatment for all. Vontier does not tolerate discrimination and harassment of any kind based on race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth, and related medical conditions), age, sexual orientation, marital status, disability, veteran status, citizenship status, gender identity or expression, gender information and any other characteristics protected by law. We make hiring decisions based on your experience and skills. Vontier is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need assistance or an accommodation in the application or interview process, you may contact us at e-mail vnttalentacquisition@vontier.com.

Equal Opportunity Employer

DRB (A Vontier Company) is the leading provider of technology-enabled devices and software solutions to the North American car care industry.

WHAT WE DO : enabling the future of vehicle care – wherever the road takes you.

WHY WE DO IT : To fuel our client’s growth with connected, data-led technology, driven by our spirit of innovation and commitment to excellence.

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