Operations Manager, Sales & Customer Support
Posted Date: Jun- 6-2017
Job ID: 7923
Job Type: Full Time
Job Function: Call Center
What's cool about this job
This job contributes to REI’s
success by leading and guiding the operations functions for the Contact Center
(Sales & Customer Support) focused on effective forecasting and staff
planning, budgeting and analytics, maintaining operational performance
standards and developing and implementing technology strategies and solutions.
Accountable for leading a team of supervisors, analysts and overseeing support
functions for the department. Partners with other S&CS Managers to
develop 1-3 year business plans supporting the co-op and divisional strategies.
Drives efficiency and modernization across the organization using proven
process improvement and project management methodologies. Drives sales and
operational efficiency while reducing customer friction beyond their direct
control by influencing and informing cross-divisional partners and executives
on actions and opportunities. Responsibilities include developing, and
maintaining analytics for key performance metrics, budgets, and various reporting
needs. Models and acts in accordance with REI’s guiding values and
- Determines contact center
operational strategies by conducting needs assessments, benchmarking,
capacity planning and cost/benefit analyses.
- Identifies and evaluates
emerging technologies; defining business requirements, establishing
technical specifications, productivity, quality, and customer-service
standards; contributing information and analysis to inform organizational
- Supports contact center systems
and implements technology projects to deliver better customer and user
experiences including voice/data networks, voice response systems,
chat/email platform, online self-service tools, computer telephony
integration, workforce management, order management
- Maintains and improves contact
center operations by monitoring system performance, identifying and
resolving problems, preparing and completing appropriate action plans,
completing system audits and analyses, managing system, process
improvement and quality assurance programs and installing upgrades as
- Drives operational performance
to improve customer satisfaction through effective forecasting, staff
planning and workforce optimization.
- Supports talent acquisition,
employee development and retention utilizing industry and company best
practices for recruiting, onboarding, training, and ongoing performance
management. Sets clear expectations, providing ongoing coaching and
enforcing policies and procedures.
- Leads planning and budget
process to ensure all financial objectives are met through effective
planning, budget modeling and preparation, staffing and scheduling.
- Responsible for creating and
delivering contact enter performance reports; collecting, analyzing, and
summarizing data, identifying trends and creating appropriate action
- Maintains equipment by
evaluating and installing new hardware as needed, developing preventive
maintenance programs, following up on repairs, evaluating and implementing
- Maintains professional and
technical knowledge by tracking emerging trends in call center operations
management; attending educational workshops; reviewing professional
publications; establishing personal networks; benchmarking
state-of-the-art practices; participating in professional societies.
Bring your passion and expertise
- 8+ years of contact center leadership experience
with an organization that has a strong mission and sales focus.
- 10+ years experience in a contact center, retail
environment or relevant experience.
- Ability to work a flexible schedule; covering
- Ability to understand and communicate variances
to operations; which include but are not limited to: finances, operational
efficiency, productivity, and/or customer service issues.
- Knowledge and understanding of phone, email,
chat, and social media platforms utilized in contact centers
- Continuous improvement mindset with
understanding of LEAN Six Sigma practices
- Experience managing and working with internal
and external service providers
Why you'll love it here
Join a passionate
community of people who believe in one simple truth: a life outdoors is a life well-lived. REI is a co-op,
born in the mountains of the Pacific Northwest in 1938. We’re here to help our
over 6.5 million active members have amazing outdoor experiences
do the same ourselves. Bring your creativity, customer focus and enthusiasm for
living life outside—we can’t wait to meet you!
At REI we offer an enviable work environment that has been recognized on the "100 Best Companies to Work For" list since the award's inception – 20 years in a row! Sure, we work hard, but it’s balanced with time off to play—a strategy that works for us as we continue to grow and thrive. Want to enjoy a workplace where you can be yourself, be heard and be respected while having a job that challenges you? This is the place.
With more than 140 retail locations (and growing), REI offers unique competitive benefits to its more than 12,000 employees, including healthcare, gear and apparel discounts, free equipment rentals and challenge grants to help employees reach personal outdoor goals, generous retirement plan contributions, public transit subsidy, adoptions assistance, paid sabbaticals, and more.
REI is an Equal Opportunity Employer