- Develops and leads strategies for improved technical support of all Customer Care positions. This includes internal and cross-functional systems, programs, procedures and escalation paths.
- Develops and leads strategies and technology improvements for Customer Care workforce, budget and planning needs.
- Oversees Customer Care technical projects including internal and cross-functional projects. This includes the ROI calculation, presentation, planning, execution and review of CC projects in partnership with the Customer Care Director, Talent and Team Operations.
- Owns the Customer Care technology roadmap.
- Develops and leads the Customer Care Analytics team to provide actionable insights and recommendations to Customer Care and the greater organization. This includes the delivery of current reporting and analysis as well as the continued improvement of data analysis, data mining, statistical and predictive analysis and the understanding and communication of the customer journey.
- Define Omni-Channel strategies to leverage technology to deliver a frictionless experience to our customers.
- Plans and prioritizes resource needs, including budget and human capital, to accomplish business goals and objectives.
- Provides oversight, development and active management of the CC Workforce Team, CC Analytics Team and other direct and indirect reports.
- Act as a technical leader to help evolve our technical, analytical and planning strategies. This will require the ability to strategically define the big picture for Customer Care and cross functional teams and help them define a tactical plan to execute against to achieve our strategic goals.
- Drives projects to successful completion by delivering promised scope / functionality, resolving issues and conflicts with business / IT / Vendor partners, hitting deadlines with quality deliverables.
- Manages the demands for enhanced functionality and maintenance of Customer Care and analytical systems to meet business objectives and financial constraints.
- Leverages solid technical understanding and proven ability to use technology and analysis to meet business objectives.
- Participates with senior business partners in transforming strategic plans into high level IT initiatives; provides a vision for how technology can enable current and future business opportunities.
- Provides high-level management, coaching and mentoring to create an environment which encourages accountability and strong staff development; manages the hiring, training, motivating, and retaining of top talent.
- Establishes a strong relationship of credibility with senior leadership, department leaders and the IT Leadership team.
- Provides a leadership approach to encourage continuous improvements and innovation in the organization; drive predictable delivery assurance, consistency and quality to realize measurable productivity results from identified improvement initiatives
- Stays abreast of trends and best practices in the industry.
- Directly supervises managers and employees.
- Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
- Excellent human resource management skills, including the ability to model integrity and to instill high performance and accountability from the team.
- Additional duties and projects as required.
- Bachelor's degree (B.A.) from a four-year college or university; or 8+ years in Customer Care, Technical and/or Analytics Leadership; or an equivalent combination of education and experience.
- Experience with retail processes, workforce management, IVR/IVA, CRM and journey mapping is a plus.
- Proven track record of managing, directing and developing staff. Demonstrated ability to partner with business peers to drive desired business results.
- Should have intermediate knowledge and abilities with Microsoft Word, Excel, PowerPoint and Access
- Working understanding of workforce planning software or other key customer care applications.
- Sit for more than 6 hours per shift
- Use hands to finger, handle and feel
- Reach with hands and arms
- Talk and/or hear
- Stand for up to 2 hours at a time periodically
- Walk or move from one location to another
- Occasionally may need to climb, balance, stoop, kneel, or crouch
- Lift and/or move up to 10 pounds regularly and up to 25 pounds occasionally
- Punctuality and regular attendance consistent with the company's policies are required for this position.
- Average work week is 40-45 hours, which can vary depending on business need.
- The work environment for this position is a moderately noisy call center setting.
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Customer Care Director of Technology and Analytics - Indianapolis, United States - JD Finish Line
Description
The Customer Care Director of Technology and Analytics, is responsible for the leading, development and support of Customer Care systems, reporting, planning and analysis. The director will work in concert with other Customer Care leaders as well as leaders from Operations, Loyalty, Supply Chain, Infrastructure, Store Systems, Security and Senior Leadership to deliver both the technology required for the CC team to be effective and the analytics necessary to drive the overall business forward. This position serves as a key partner to define how Customer Care can align with, support and enable the business. This individual will effectively exhibit JD Finish Line's core values of Customer, People, Winning, Community, and Financial Responsibility in everything they do by performing the following main duties:
Required Education and/or Experience
Required Computer and/or Technical Skills
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The company reserves the right to modify this job description with or without notice. Employees may be asked to perform additional duties outside of normal job scope on a temporary basis per company policy.
