Director, Call Center Operations in Bridgeview, IL at Sears Home Services

Date Posted: 2/2/2018

Job Snapshot

  • Employee Type:
  • Location:
    7310 West 87th Street
    Bridgeview, IL
  • Date Posted:
  • Job ID:

Job Description

Req/Job ID: 912282BR
Employing Entity: Sears, Roebuck and Co.
Employment Category: Regular, Full-time
Job Function: Call Center

The Call Center Operations Director is responsible for designated Sears call center and customer contact operations. This position provides direction to Operations leaders and is responsible for overall performance as evidenced in quality of customer interactions,compliance to policy and processes, achievement of defined business goals, adherence to budget, and revenue.

• Manages the operational performance of the designated call centers, including vendor and offshore operations
• Provides leadership and direction to team members; sets priorities, and ensures effective tactical implementation of service strategies with strong focus on improving customer service and performance results while reducing expenses; and provides insight and direction on escalated business and vendor performance issues
• Maintains current business knowledge through frequent call monitoring and review of customer communications, associate and manager focus groups, review of quality and performance results, and business partner feedback
• Drives business results by reviewing unit performance and financial data and researching variances, coaching for improvement,supporting execution and results tracking of authorized pilots, ensuring best practices are executed across all locations, and conducting frequent effective communications with appropriate parties
• Tracks results and identifies opportunities for systemic improvement. Engages appropriate individuals in Business Management and Customer Contact Experience group, Project Management Organization, and other matrix partners to present data and influence appropriate business improvement decisions
• Serves as a change agent for Sears Holdings Corporation, ensuring that changes and related communications are executed,feedback is gathered and directed to the appropriate parties, and tracking to ensure anticipated results are achieved
• Operates within a matrixed organization to coordinate resource management, training, workforce planning, facility utilization,human resources, and property management and safety issues, as well as partners with the Customer Contact Experience team to provide feedback and make recommendations on issues impacting the customer, business, process, and tools
• Develops and implements policies, practices and procedures related to call center operations within span of control
• Participates in projects as assigned
• Prepares and presents business operations updates for senior leaders
• Performs supervisory responsibilities, including, but not limited to: making employment decisions regarding hiring, promoting,demoting, and terminating; conducting performance appraisals; and coaching and developing associates

Job Requirements

• Bachelors Degree
• Over 10 years of related experience
• 18 years of age or older

• Multi-site call center operations leadership expertise
• Knowledge of various related technologies (i.e., call agent desktop program, customer data database, call routing/voice recognition units, remote call agent monitoring system
• Strong communication and influencing skills with ability to communicate in spoken and written English well enough to be understood by direct reports, supervisors, co-workers, and customers
• Ability to interpret data to identify opportunities for improvement
• Highly skilled in problem solving, conveys innovative ideas and can communicate complex theories, challenges and solutions to senior levels of management
• Project management skills and a demonstrated track record of executing on organizational process improvements and organizational change with bottom line success
• Proven change management skills
• Ability to travel internationally and domestically
• Ability to enter data and maneuver efficiently using a keyboard, operate a mouse, use telephone and headset equipment, and listen while keying information into the system
• Ability to meet the physical requirements of sitting and some standing and walking, with bending and reaching as necessary
• Ability to demonstrate self control by maintaining composure and keeping emotions in check even in difficult situations Page 1 of 2
• All employees/associates may in the course of their duties come in contact with Credit / Debit Card Data. If this data is exposed as part of their position in the site/center, the associate must protect that data as directed and required by the compliance team to ensure SHC s compliance to current Payment Card Industry (PCI) Data Security Standards (DSS)

• Master's in Business Administration (MBA)

#HomeServices, #CallCenter