Coach Customer Care Center Senior Manager
4 weeks ago
**Primary Purpose:**
The Sr. Manager for Coach Customer Care
will be responsible for leading a multi-channel retail contact center, located at our distribution center in Jacksonville, FL. This position is responsible for the implementation and execution of brand-enhancing customer service initiatives, while developing and leading a team of service professionals to achieve departmental goals. Tactical emphasis is on customer care, sales, quality management, recruiting, coaching and training.
* Design processes that model The Coach Experience sales and service protocols, increase efficiency and support accelerated growth.
* Lead and develop a strong, motivated team of leadership and service professionals, building the necessary knowledge, skills, and capabilities to execute our business strategies and maintain the highest level of customer and employee satisfaction.
* Provide strategic leadership to Team Leads, broadening and elevating their abilities.
* Develop and execute reward and recognition programs designed to increase employee morale while driving performance success.
* Create succession plans for key roles within the Contact Center; insuring a bench of future leaders.
* Drive customer service, sales, and quality metrics to achieve departmental goals.
* Partner with Training/QA Manager to identify on-going training/quality initiatives to support improved performance and associate development.
* Partner with Sr. Director to prepare AOP (budget); ensure established financial objectives are achieved.
* Maximize current tools and technology to support sales and service initiatives.
* Serve as Customer Care Business Lead on cross functional project teams to execute strategic initiatives.
* Analyze key business drivers; leverage data to make recommendations and changes necessary to balance cost and service objectives.
* Provide subject matter expertise on tools and technology needed to evolve the customer experience in line with Coachs omni-channel strategy.
* Perform other duties and projects as assigned.
* Bachelors degree in a related field or equivalent experience.
* **5+ years leadership experience in an inbound, multi-channel customer contact center, preferably within a luxury retail brand**.
* **Strong working knowledge of contact center operations**, technologies, systems and processes.
* Ability to form strong cross-functional relationships and influence others to drive to a common goal.
* Demonstrated abilities in understanding an organizations goals and objectives and transforming into broad actionable strategies that drive team behaviors and quality execution.
* Proven experience in developing and building high performing teams; ensuring talent and bench strength is available to support company growth.
* Exceptional level of skill in both oral and written communications and the ability to effectively present ideas and information.
* Strategic perspective on business and operational issues.
* Highly adaptable to changes in priorities and business conditions while still driving towards results.
**Customer Focus:**
Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect. **Learning on the Fly:**
Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything. **Strategic Agility**
: Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
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