Call Center Operations Consultant

  • Marietta, Georgia, 30067

*Full Time Temporary*

PURPOSE:

The Sr. Mgr. of Operations for Customer Care (SRCCO) is responsible for designing, coordinating and implementing the strategy of Customer Service and Store Support. This role is critical to laying out F &D’s Care Center’s footprint, consistent with broader strategic goals, and for driving customer & employee experience volume through F & D’s channels. This leader partners with Store Support operations, innovation, and finance in strategic design, business development and implementation for the Care Center, technology and processes. Ensures that F &D’s strategies and processes are embedded in ongoing operations and support the achievement of organizational goals and objectives. Owns equipment/software P&L for Care Center.

MINIMUM ELIGIBILITY REQUIREMENTS:

  • Four-year College Degree (Business or Supply Chain preferred) or equivalent work experience
  • Minimum of 5 years of Call Center operations management experience, or an equivalent combination of education and experiences sufficient to perform the essential functions of the job, as determined by the company
  • Minimum of 2 years business experience as a large organization operations manager.
  • Demonstrated success in leading teams in planning, implementation, and execution of org needs for systems, technology, and labor
  • Ability to update and create process and procedures to deliver measurable and consistent results for exceptional customer service
  • Strong computer competency, in CRM, and Call/Contact center software & related technologies
  • Strong problem analysis and resolution at a function level
  • Excellent written and verbal communication skills
  • Excellent interpersonal and verbal communication skills

·

ESSENTIAL JOB FUNCTIONS:

  • SRCCO will play an integral role in operationalizing F & D’s care model. Provide management and regular support of operations staff as well as develop strategic plans to improve current processes with an emphasis on "Customer is King & Service Level of 85" to serve our growing customer population.
  • Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades
  • Strategic Planning & Operational process review and planning that result in policy changes/updates.  Establish procedures and assist in the implementation continuous improvement processes, when necessary. Responsible for contact center compliance.  Lead and develop talent by managing and providing daily direction to call center leadership and specialists, monitor and evaluate performance of team; partners with team members to ensure maximum capabilities for growth and development.
  • Provides daily operational direction, guidance, and motivation to the Care Team and Operations.
  • Responsible for cross-functional communication and engagement with internal/external teams. Collaborate across other departments to ensure open communication, cooperation, and timely issue resolution of internal/external customer feedback. (Supply Chain, Merchandising, Marketing, Sales, Information Technology, Human Resources, and/or Store/Retail Operations).

o  Proactively develop and maintain solid business partnerships to ensure success in balancing the department and customer needs with the legal and financial expectations for the organization

  • Responsible for identifying and resolving issues, problems, and concerns with Call Center Team; provides direction to associates when complaints are escalated to the management-level.
  • Determine call center operational strategies by conducting needs assessments, performance reviews, workforce planning, and cost/benefit analyses. Uses data from production, productivity, quality, and customer-service standards to analyze organizational strategic plans and reviews.
  • Identifies and resolves problems; prepares and completes action plans; completes system audits and analyses; application of enabling technology, defines user requirements, establishes technical specifications, and effectively communicates implementation strategies. Maintains and improves call center operations by managing and monitoring system performance, process improvement, and quality assurance programs.
  • Responsible for providing regular project progress updates and status: positives/concerns/solutions/opportunities to Sr. Director and VP of Customer Service directly.
  • The functions listed describe the business purpose of this job. Specific duties or tasks may vary and be documented separately. The employee might not be required to perform all functions listed. Additional duties may be assigned, and functions may be modified according to business necessity. All function, duties or tasks are to be carried out in an honest, ethical, and professional manner and to be performed in conformance with applicable company policies and procedures.

WORKING CONDITIONS (TRAVEL & ENVIRONMENT)

  • Limited travel required including air and car travel.
  • While performing the duties of this job, the employee is occasionally exposed to a warehouse environment and moving vehicles.  The noise level in the work environment is typically quiet to moderate.

PHYSICAL/SENSORY  REQUIREMENTS

NOTE: Floor & Decor considers all applicants for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, medical condition, pregnancy, marital or familial status, veteran status, or based on any other class protected by applicable federal, state, or local law. Floor & Decor also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.

This job description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer at its sole discretion.

Equal Employment Opportunity:

Floor & Decor is an equal opportunity employer and is committed to equal opportunity for all associates and applicants.  F&D recruits, hires, trains, promotes, compensates and administers all personnel actions without regard to race, color, religion, sex, sex stereotyping, pregnancy (which includes pregnancy, childbirth and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, gender expression, national origin, age, mental or physical disability, ancestry, medical condition, marital status, military or veteran status, citizenship status, sexual orientation, genetic information or any other status protected by applicable law.

This policy applies to all areas of employment, including recruitment, testing, screening, hiring, selection for training, upgrading, transfer, demotion, layoff, discipline, termination, compensation, benefits and all other privileges, terms and conditions of employment.  This policy and the law prohibit employment discrimination against any associate or applicant on the basis of any legally protected status outlined above.

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Benefits & Rewards

  • Bonus opportunities at every level
  • Career advancement opportunities
  • Relocation opportunities across the country
  • 401k with discretionary company match
  • Employee Stock Purchase Plan
  • Referral Bonus Program
  • Corporate Discount Programs
  • Medical, Dental, Vision, Life and other Insurance Plans (subject to eligibility criteria)

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