Director, Customer Solutions Center (Call Center)

Overall Job Summary

Location:  Nashville, TN area | Must relocate if not local - relocation assistance provided

In-Office:  This role will be expected to be in office 5 days/weekly

The Director, Customer Solutions (Call Center)  is responsible for providing strategic leadership and oversight for the Customer Solutions Center functions across all contact channels (phone, email, chat, social 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 have 4 Director Reports and provide leadership to a staff of over 300 Team Members.

This position provides leadership that includes strategies, policies & procedures, goals & metrics, and programs for the department.  The person in this role should have a solid financial acumen having managed a P&L, identified new tools/technology, involved in vendor negotiations and partnership with IT to get solutions implemented.

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.

Qualifications

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.

#LI-DNI

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.