Posted Date: Apr-17-2020
Job ID: 14620
Job Type: Full Time
Job Function: Call Center
Store: Sales & Customer Support
This job contributes to REI’s success supporting the Operations Manager by providing leadership, motivation, and direction to the Operations Desk, aligning staff with key performance metrics and member expectations to achieve exceptional customer service outcomes. The Assistant Operations Manager directs daily contact center operations overseeing workload planning and operational production analysis to coordinate contact center labor and staffing plans. This position is also responsible for resource management and reallocation based on business needs and budgets. In addition, this job requires managing a team of Technical Specialists that are responsible for troubleshooting of technical issues, incident management, testing and hardware/software deployment within the contact center. This job creates, plans, and executes initiatives that support the co-op strategy and strives for operational efficiency and continuous improvement. This position models and leads expectations for daily operations, adequate and appropriate staffing in line with departmental budget, and establishes accountability across all levels of employees. Models and acts in accordance with REI’s guiding values and mission.
At REI we offer an enviable work environment that Fortune Magazine has recognized on the "100 Best Places to Work" list since the award's inception – 23 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 160 retail locations (and growing), REI offers unique competitive benefits to its more than 15,000 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