The Manager, Operations will be responsible for owning the UA Philosophy and leading the ecommerce contact center operations team to achieve the 4 Pillars:
Build a Great Product: Analyze current business processes and provide thoughtful insight to implement improvements to efficiency and effectiveness.
Build a Great Team: Create a great culture and ensure the team is staffed, trained, and developed.
Provide Great Service: Lead and direct the operations team that supports the customer service group to ensure quality service levels and positive customer satisfaction scores for all contact types.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Overall management of the operations team and their reporting of KPI’s and metrics.
Identify opportunities or issues, define the objective, create an action plan ,execute and evaluate the performance of the plan.
Manage and monitor all contact center technology for optimal system performance.
Review, analyze and compile Voice of the Customer data, CRM contact data and deliver to appropriate departments in the company.
Review and continually improve contact center workflow to drive efficiency.
Analyze and share multiple data sets of emerging business trends.
Forecast and plan for hiring needs by partnering with HRBP and participating in interviewing and training.
Plan and forecast all daily, weekly, monthly, and quarterly contact volumes and ensure proper scheduling of CSRs to meet defined service levels and staffing needs through workforce management tools.
Support Customer Service pages and FAQ’s on our website to drive self service.
Maintain and update Standard Operating Procedure Manuals.
Contribute information to drive the ultimate customer experience and contact center efficiency.
Maintain and build strong relationships with contact center solution providers.
Partner and collaborate with multiple internal teams to meet overall strategic goals.
Be the key member to share best practice and operational value to our Global centers.
Supervise operations teammates to ensure smooth flow of information between groups.
Meet all performance management deliverables on time.
Assist in rewarding and disciplining teammates.
Address teammate concerns and resolve problems.
Assist teammates with individual development in relation to both their current position and future opportunities.
Collaborate with management team to design and support events and contests which build a positive team morale.
Attend weekly meetings and report on the issues of the week so all teammates are in alignment.
Assist Director of Customer Service and Director of Operations with regulating the labor budget and executing any special projects.
Assist Director of Operations in establishing minimum acceptable performance guidelines which are clearly communicated to operation teammates.
Supervisory Responsibilities
Workforce Scheduler
CRM Technician
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Experience with coaching employees, delivering feedback, goal setting, and performance evaluation
Strong interpersonal skills to build and cultivate relationships with internal customers, consultants, vendors, and management.
Great communication skills, verbal and written, and presentation skills to share information and respond to questions from groups of directors, clients and customers.
Ability to read, analyze, and interpret general business information, technical procedures, and operational statistics.
Ability to write reports and business correspondence.
Ability to define problems, collect data, establish facts, and draw valid conclusions
Ability to source and acquire state of the art contact center technology
Ability to think strategically and innovatively to scale for a high growth environment
Ability to switch gears in a fast paced environment and manage multiple projects
Education and/or Experience
Bachelor’s Degree
3-5 years of experience with contact center operations
2 years of experience in a supervisory role
Understanding of CRM analytics, telephony and workforce management
Understanding of eCommerce fraud, supply chain or SAP is a plus
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