Sr. Director Call Center Execution

Profile

Best Buy

The Sr. Director of Execution for Best Buy Customer Care (BBCC) will be responsible for leading our Customer Care Centers and 3rd party locations, including over 5,000 team members in both work from home and centralized locations.

Leading cross functionally will be critical to the success of this work, as we create a true customer relationship based on trust and integrity. In this cross functional role, the leader will be responsible for executing process improvement for each location or work from home environment, making sure we are operating at the most efficient level and optimizing operations.

This leader will help in developing and executing the customer experience strategy and support our growth plans, providing strategic & operational leadership and partnership with Customer Office leadership and cross-functional stakeholders. They will work closely with customer experience teams, strategy, design, forecasting, labor management, technology, continuous improvement, client/customer satisfaction and training to gain insights and build out performance dashboards to optimize productivity and reach max efficiency.

Key Responsibilities:

Customer Care Execution Manage our W-2 and 3rd Party (BPO) partners across our footprint of 7 countries and 20 locations

Execute a multi-channel customer care channel strategy across traditional and emerging live and digital channels, including phone, social, chat, web, email and mobile

Develop and improve on innovative customer experience solutions for our customers in collaboration with our customer experience, strategy and design teams

Build the operational plan, management of daily, weekly and monthly performance goals to deliver on employee and customer experience

Effectively translate strategy and execution dimensions of customer experience to the senior leaders and front-line staff

Identify, prepare and recommend changes to scope and requirements for capital expenditures to Customer Care steering committee

Obtain and analyze market intelligence regarding customer care/contact center trends, industry regulations, and operational leading practices to benchmark and improve operations and customer experience

Monitor customer contacts and leverage leading customer facing measurements (e.g., Net Promoter Score, Customer Effort, Customer Satisfaction) to understand the voice of the customer

Customer Care Performance Management Plan and define performance goals for Customer Care operations

Set internal and external service levels, balancing customer experience and cost-to-serve

Ensure delivery of business results by meeting or exceeding service level agreements and managing Customer Care expenditures

Sponsor and actively pursue continuous improvement programs

Work Environment and Employee Development Drives the organization to work together for optimum customer experience delivery

Create a positive work environment that fosters team performance

Lead career planning, staffing, salary administration and promotion efforts for Customer Care personnel

Provide coaching and career mentoring for direct reports

Generate Demand Acts as the primary liaison with key business stakeholders, establishing, maintaining, and advancing relationships to align on business priorities and strategic direction and achieve results

Accountable for leading effective relationships between the customer care organization and functions (e.g. retail, etc.) to define and deliver against SLAs

Identify and develop opportunities to expand scope and services delivered to current business units and potential for extending to include additional business units

Customer and Vendor Relationship Management Maintain a cohesive strategy of service delivery utilizing multiple internal and external organizations

Develop and cultivate customer and vendor relationships

Manage Customer Care scope

Basic Requirements 10 years of customer-facing and/or call center operations management experience

7 years of leadership experience including supervision of direct/indirect reports

7 years of developing and executing strategies that drive cultural change related to the customer experience

5 years of P&L/budget experience

Preferred Requirements 7 years of thorough understanding of contact center technologies, such as channel, case and knowledge management systems

5 years of experience managing vendor relationships and outsourcing contracts

5 years of experience working cross functionally to gain influence and develop partnerships

Company info

Best Buy
Website : http://www.bestbuy.com