Manager, Customer Care - Redi Carpet, Stafford TX

HD Supply•Stafford, TX

About The Position

Responsible for the inbound Contact Centers including supervisors, team leaders and customer care associates. Maximizes the contact center operations through knowledge of contact center management tools. Coordinates the department activities as required to complete projects both short-(daily) and long-term within the established standards and provides support to internal and external customers. Responsible for team approximately 100 or more associates and/or multiple function within customer care.

Requirements

Typically requires BS/BA in a related discipline.
Generally 7+ years of experience in a related field.
May require certification.
Advanced degree may offset less experience in some disciplines.

Responsibilities

Hires, trains, develops, and reviews the performance of staff.
Develops operational standards and monitors adherence.
Executes short- and long-term strategies, provides input around operating budgets and forecasts to support the company’s sales and service level initiatives.
Proposes structure and operational changes as required to increase department efficiency.
Identifies and implements process changes and improvements in order to maximize the department efficiency and service levels.
Coordinates interactions with other departments.
Works with other departments on inter-related functions (i.e. Merchandising, Sales, Warehouses, Inventory Management).
Interacts with customers.
Works with customers on complex quotes, vendor negotiation of special pricing, terms or conditions, and drop-ships when appropriate to secure these bids.
Insures that the department resolves all outstanding issues.
Ensures that the department is providing the best possible service levels to all our customers.
Responsible for driving sales.
Participates in and develops special projects.