Address
Form of workJob Functions
- Lead communication efforts of all policy and financial updates to the internal Belk community, partnering with merchandising and operations teams to implement changes.
- Work directly with our BPO (business processing outsourcer) provider(s) on forecasting and staffing levels, invoicing and ensuring vendor is in compliance with MSA.
- Facilitate and maintain relationships between Belk and Belk's BPO vendors/partners, negotiating contracts, creating standards for the vendors, and finding the best available vendors.
- Establish and grow existing partner relationships with Belk's BPO provider(s)
- Partner with business partners to help educate on best practices to help with efficiencies and cost savings
- Partner with operations teams to identify efficiency improvements, evaluate vendor performance, and implement compliance policy changes
- Direct month-end closeout process to ensure that all charges are properly accounted for and reported correctly.
- Engage and collaborate with other teams and functions to align programs/projects in support of all Belk business objectives and strategies.
- Anticipate and proactively manage program risks and issues that impact program progress.
- Report and communicate status and results from process improvement efforts to key stakeholders and senior staff in order to instill and sustain changes.
- Responsible for onboarding and offboarding new agents at Belk's BPO provider
Minimum Education & Experience:
- 3-5 years of applicable experience
- Previous experience in customer care operations or in a compliance/product/program management role
- Previous call center experience preferred
- Experience in vendor communication (both domestic and international), leading new process development, leading large projects with cross-functional teams, and strategic planning.
- Industry experience in retail or wholesale
Knowledge / Skills Requirements:
- Solid presentation and interpersonal skills with proven ability to develop and maintain effective business partner relationships
- Demonstrated ability to manage multiple tasks and projects, to prioritize, and adapt to a changing environment.
- Ability to apply knowledge of multidisciplinary business principles and practices to achieve successful outcomes in cross functional projects and activities.
- Must be self-motivated and organized with a proven ability to identify priorities and mobilize initiatives in an orderly fashion to achieve desired results with minimal supervision.
- Exceptional business acumen and curiosity.
- Require proficiency in Excel and PowerPoint.
Reporting Relationships:
Supervisor
Sr. Director, Customer Experience
Accessibility Guidelines:
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We are an Equal Opportunity Employer:
Belk is an equal-opportunity employer committed to providing a workplace free from harassment or discrimination. All employment decisions are to be made without regard to race, color, age, sex, gender identity, sexual orientation, hair style, hair texture, religion, marital status, pregnancy, national origin/ancestry, citizenship, physical/mental disability, genetic information, military/veteran status, or any other basis prohibited by law.
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Employment Type: ["OTHER","FULL_TIME"]
