Director, Customer Solutions Center (Call Center)

Overall Job Summary

This position is responsible for providing strategic leadership and oversight for the Customer Solutions Center functions across all contact channels (phone, email, chat, etc.) to deliver revenue and profit growth, high levels of customer satisfaction, and service level achievement, while supporting the Company’s strategic initiatives. This position will provide leadership to a staff over 100 Team Members.

This position provides leadership that includes strategies, policies & procedures, goals & metrics, and programs for the department.

Essential Duties and Responsibilities (Min 5%)

• Oversight for a diverse team of professionals responsible for providing legendary customer services to Tractor Supply customers in a variety of ways, including the development of goals, strategies, policies, and procedures to optimize the performance and success of the Team.
• Lead training, coaching, engagement, retention, and recognition initiatives for Customer Solution Center Team Members to support organizational growth. Monitor staffing and forecasting for department to determine appropriate resource allocation.
• Partner with Operations, Marketing, IT, Omni Channel, Supply Chain and other departments to drive innovation in the customer experience and in sales channels.
• Advocate for the customer in all situations, operations, technologies, content, projects, and strategy. Share customer feedback to senior leadership.
• Develop and manage budget for Customer Solutions Center. Focus on controlling costs through the management of departmental spending and process efficiency improvements.
• Define the goals, processes, and Customer Solution Center SLAs regarding the performance of the organization in order to optimize customer satisfaction and the customer experience through efficient and timely issue resolution.
• Develop a benchmark driving management structure identifying and monitoring key performance indicators. Ensure that performance quality/outcomes scorecards and benchmarking activities are in place; see that the operations team utilizes this data to make improvements. Ensure quality standards are benchmarked against industry best practices.
  

Required Qualifications

Experience: 8-10 years of experience in managing a fast-paced Call Center environment, retail preferred.

Education: Bachelor’s degree, from an accredited college or university, in business, retail, or other related field. Any suitable combination of education or experience will be considered.

Preferred knowledge, skills or abilities

• Demonstrate strong communication, leadership, analytical, and team building skills required.
• Proficient in Microsoft Office products is required.
• Ability to think and learn both tactically and strategically.
• Analytical and data-driven.
• Advanced experience with IVR, workforce management, call ticketing system, and other Call Center software systems.
  

Working Conditions

Physical Requirements

Disclaimer

This job description represents an overview of the responsibilities for the above referenced position. It is not intended to represent a comprehensive list of responsibilities. A team member should perform all duties as assigned by his/ her supervisor.