Operations Manager, Customer Solutions Center

Overall Job Summary

This position is responsible for leading the department's administrative, shared support, and project management responsibilities for the Customer Solutions Center.  The Operations Manager is responsible for the knowledge acquisition, supporting digital contact channels to include email and social media, escalation management and Team Member support, and all project management and back-office functions necessary to provide our customers and Team Members with a Legendary Experience. These responsibilities ensure that all Customer Solutions Center Team Members are prepared and effective in delivering their growing job responsibilities while supporting the CSC across all specialty lines of business.

Essential Duties and Responsibilities (Min 5%)

• Responsible for leading all specialized support channels to include Delivery Support, Digital Contact Channels, Customer Escalations, and Backoffice functions such as Business Accounts, Tax Exempt, and associated administrative support responsibilities.
• Manage operational costs monitoring labor costs and resource utilization to ensure the center operates within budget.
• Oversees project management and process implementations for the Customer Solutions Center and acts as the primary point of contact for all IT initiatives that are related to the success and growth of the Customer Solutions Center.
• Provides insight and direction for the Customer Solutions Center’s strategic technology vision and process improvement opportunities utilizing cross-channel aggregated data.
• Mentor the department's team members to allow successful career planning and company growth. Develop the administrative team for consistent team coverage; cross-train team members throughout the department to avoid lack of service or single points of failure.
• Identify process improvement opportunities to increase the Customer Solutions Center team members' exceptional service and assistance to customers.
• Act as a liaison for the Customer Solutions Center to business partners across the organization and provide insight and direction for projects and initiatives that impact the CSC and the customer experience.
• Partner with CSC Director, CSC Training and Performance Manager and others to resolve all issues that require intervention beyond the CSC administration team.
• Handle crisis and escalated situations such as system outages, customer complaints and volume spikes to stabilize operations while educating leadership on managing these situations.
• Ensures Legendary Customer Experience is met during customer contacts through completion of routine contact monitoring while documenting performance and behavioral gaps intended to provide actionable feedback and insights for CSC Leadership to use during performance coaching sessions.

Required Qualifications

Experience:

• 4-6 years of previous management and retail experience preferred. Store operations, contact center, and customer service experience required.
• Must demonstrate a clear understanding and appreciation of key Contact Center concepts and practices, including: use of systems, call routing, contact channels, types of customer transactions/interactions, workforce management, reporting, performance measurements, quality initiatives, coaching and mentoring, career path, staff development, and the unique demands of frontline staff.
  
  

  Education: Bachelor’s Degree

  Any suitable combination of education and experience will be considered.

   

  Professional Certifications: None

Preferred knowledge, skills or abilities

• Ability to lead and effectively communicate with a team comprised of varying levels of responsibility.
• Demonstrate strong communication, leadership, analytical, interpersonal, and team building skills.
• Ability and proficiency in Microsoft Office products.
• Self-motivated, work with a sense of urgency, and prioritize tasks in a high energy environment.
• Display a detail-oriented approach to work.
• Ability to positively handle conflicts with both internal and external customers as well as team members of varying levels of responsibility.
• Possess a leadership philosophy that supports the team who in turn serves the internal and external customer.
• Possess a thorough working knowledge of company and store policies and procedures, processes, operations, product, and communication protocols.

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.

Company Info

At Tractor Supply and Petsense by Tractor Supply, our Team Members are the heart of our success. Their dedication, passion, and hard work drive everything we do, and we are committed to supporting them with a comprehensive and accessible total reward package. We understand the evolving needs of our Team Members and their families, and we strive to offer meaningful, competitive, and sustainable benefits that support their well-being today and in the future.

Our benefits extend beyond medical, dental, and vision coverage, including company-paid life and disability insurance, paid parental leave, tuition reimbursement, and family planning resources such as adoption and surrogacy assistance, for all full-time Team Members and all part-time Team Members. Part time new hires gain eligibility for TSC Benefits by averaging at least 15 hours per week during their 90-day lookback period. The lookback period starts the first of the month following the date of hire. If the 15-hour requirement was met, the benefits eligibility date will be the first day of the month following 4 months of continuous service.

Please visit this link for more specific information about the benefits and leave policies applicable to the position you’re applying for.