Contact Center Operations Manager

Posted Date: Aug-20-2021

Job ID: 21132

Job Type: Full Time

Job Function: Call Center

City: Sumner

State: Washington

Store: Sales & Customer Support

Remote Eligible: Yes

Please visit the Covid-19 Hiring Updates before applying

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 mission.

  • 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 strategic plans.
  • 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 needed.
  • 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 plans.
  • Maintains equipment by evaluating and installing new hardware as needed, developing preventive maintenance programs, following up on repairs, evaluating and implementing upgrades.
  • 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 24/7 operations
  • 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


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

ARTICLE 23-A, Section 753

§753. Factors to be considered concerning a previous criminal conviction; presumption.

1. In making a determination pursuant to section seven hundred fifty-two of this chapter, the public agency or private employer shall consider the following factors:

(a) The public policy of this state, as expressed in this act, to encourage the licensure and employment of persons previously convicted of one or more criminal offenses.

(b) The specific duties and responsibilities necessarily related to the license or employment sought or held by the person.

(c) The bearing, if any, the criminal offense or offenses for which the person was previously convicted will have on his fitness or ability to perform one or more such duties or responsibilities.

(d) The time which has elapsed since the occurrence of the criminal offense or offenses.

(e) The age of the person at the time of occurrence of the criminal offense or offenses.

(f) The seriousness of the offense or offenses.

(g) Any information produced by the person, or produced on his behalf, in regard to his rehabilitation and good conduct.

(h) The legitimate interest of the public agency or private employer in protecting property, and the safety and welfare of specific individuals or the general public.

2. In making a determination pursuant to section seven hundred fifty-two of this chapter, the public agency or private employer shall also give consideration to a certificate of relief from disabilities or a certificate of good conduct issued to the applicant, which certificate shall create a presumption of rehabilitation in regard to the offense or offenses specified therein.