Senior Manager - Customer Service Operations
Dick's Sporting Goods, Inc.
Pittsburgh, PA
Sports Services
Posted/Updated: 06/12/17
Pittsburgh, PA
Sports Services
Posted/Updated: 06/12/17
Job Summary
The Senior Manager of Customer Service Operations performs a critical responsibility in driving the effective and optimal operation of our in-house and outsourced, contact center operations that support our eCommerce business and related brands (Dick's Sporting Goods, Golf Galaxy, Field & Stream and our Loyalty Programs). This role is vital to delivering an exceptional customer experience and one that will drive continuous improvement in our customer experience and contact center operations. The scope of this role will be to operate and scale our contact centers in terms of operational effectiveness as defined by core KPI's that support an optimal customer experience and to innovate and lead the organization in the area of eCommerce Customer Service. The Sr. Manager of Contact Center Operations will be a key contributor in strategy development as well as lead implementations that will require close collaboration with key teams across the Dick's Sporting Goods enterprise. A demonstrated ability to drive results in a collaborative, team-based environment is required as well as excellent analytical skills required to build conclusions, support strategy and gain buy-in for decision making.
Job Duties & Responsibilities
Operational Contact Center Management
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Build, manage and optimize KPI's / business process within the outsourced and in-house contact centers. Ensure effective management of the operation and customer experience. Deliver year over year performance improvements and enable successful working relationships across outsourced and DSG teams.
Customer Insights and Strategy Development
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Assess data collected through the contact center and other input channels (i.e. voice of the customer programs) to build strategies that continually optimize and refine the customer experience and contact center operations. Deliver insights to DSG management as well as contact centers.
Cross-Functional Collaboration
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Collaborate effectively across the eCommerce business and broader DSG enterprise to manage and improve the customer experience. Build effective partnerships with store and e-Commerce teams to drive effective omni-channel partnerships that deliver value for the business.
Team Leadership
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Cultivate and maintain a positive team atmosphere that drives talent retention and growth.
Education Requirement
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Bachelor’s Degree in Business or related field
Experience Requirement
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10 - 15 Years
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Call Center leadership / management
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Retail, eCommerce Customer Service experience
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Understanding of outsourced contact center relationships
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Point of view on how great service is developed in a contact center
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Lean / Six Sigma training / certifications (green belt) is a plus
Technological Requirements
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Proficiency in Microsoft Office Suite
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Workforce Management (WFM)
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Customer Relationship Management (CRM) and knowledge of how Phone, Chat and Email channels operate in a contact center environment
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Telephony / CTI / IVR systems
Knowledge, Skills & Abilities
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Excellent written & verbal communication skills
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Business acumen
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Customer service oriented
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Strong Interpersonal and client consultation skills
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Self-motivated and results oriented
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Strong presentation skills
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Supervisory and leadership capabilities
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Problem solving & troubleshooting capabilities
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Execution Skills
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Project management knowledge
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Ability to drive projects and manage project teams
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Ability to work effectively in a team environment
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In depth analytical skills
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Strong detail orientation
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Superior organizational abilities
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Process & Procedure Oriented
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Experience in managing outsourced contact center operations
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Experience in start-up processes for contact center operations is a plus
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Excellent project / initiative management skills
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Lean / Six Sigma Training (green belt certification) is a plus
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