Eddie Bauer

  • Director, Customer Care

    Job Location US-OH-Groveport
    Job ID
    2019-6897
    Type
    Regular Full-Time
    Category
    Call Center
  • Overview

    Responsible for leading the Eddie Bauer customer care center to deliver an industry leading customer experience. Collaborates with organizational business partners to develop customer care center roadmap. Manages project portfolio, prioritization, resource allocation, and engagement.  Consistently meet or exceed financial targets and initiatives.

    Responsibilities

    Core Accountabilities:

    • Strategically develop and implement industry best practices in customer care center operations, and establish internal standards that afford Eddie Bauer a competitive advantage in customer expectations and service.
    • Establish best in class SLA performance for the Eddie Bauer customer service experience including email, chat, sales, service, social media and office of the president.
    • Ensures departmental expense, sales, and service goals are met or exceeded.
    • Creates an agile team that can respond to a changing promotional environment with short lead times.
    • Develop a highly effective team to ensure they have strong product, sales, and service training knowledge and that they provide the highest level of customer service.
    • Manages all technologies utilized in the call Center including workstations / servers, telecommunications, workforce management, audio visual, call recording, CRM, and IVRs (Aspect via Customer Engagement Center in the Aspect Cloud, ACD, Quality Management).
    • Partners with cross functional team to ensure the administration of business support systems, technical incident resolution, 24/7 on-call support process, and issue escalation management.
    • Manages department's compliance and audit programs (PCI, SOX, Internal audit) to ensure that current procedures and practices adequately mitigate risk and ensure compliance.
    • Lead the strategic design of a successful training program as related to all new hire and current associate development needs.
    • Partner with leadership team to strategically plan for peak season; forecasts, logistics, staffing / recruiting incentive programs, and internal and external partnership needs.
    • Lead and develop the Office of the President function with best in class customer service resolution.
    • Manage compliance training requirements & schedules and monitor completion rates.
    • Continually improve processes to positively impact customer service, fraud, cost reduction, operating methods, and systems and technology.
    • Lead by example by displaying professional behavior and mentoring skills and set the expectations for your team to do the same.
    • Recruit, develop, retain and recognize a team that delivers performance excellence.

     

    Leadership Expectations:

    • Operate with the highest level of conduct, integrity, and confidentiality; setting the example for leaders and associates.
    • Develop and nurture strong cross functional partnerships; driving business results and inspiring a culture of transparency, collaboration, and accountability.
    • Serve as an Eddie Bauer advocate in the industry and marketplace.
    • Recruit, identify, develop, and retain talent that delivers performance excellence.
    • As a manager, serve as a leader of company culture, norms, and conduct.
    • Ability to balance a strong management presence with a high level of approachability, encouraging and eliciting associate feedback and interaction.
    •  

    Qualifications

    Education/Experience Required:

    • Bachelor Degree in Business, Operations, or related area.
    • 10-12 years of call center operations in a direct to consumer and retail fulfillment industry. Demonstrated experience within a larger, highly automated, multi-brand, multi-channel facility preferred.
    • 7 years of successful managerial experience
    • Highly developed and in-depth knowledgeable in customer care operations, best practices, and systems and technology
    • Extensive experience in vendor management and BPO strategic operations
    • Proven ability to lead, motivate and develop highly effective teams in a large, fast paced environment
    • Ability to collaborate, skillfully influence and appropriate navigate challenges
    • High level of written, verbal and interpersonal skills to communicate information, ideas, procedures and processes in a logical sequence; at a level appropriate to the audience and resulting in effective working relationships

    Physical Requirements:

    The physical demands described here are representative of those that are required by an associate to successfully perform the essential functions of this job. 

    • Work in a busy office environment in a shared office space including shared desk spaces
    • Subject to inside environmental conditions; protection from weather conditions but not necessarily from temperature changes.
    • Ability to stay focused on a task with constant background noise of call center activity
    • Efficient keyboarding/data entry skills and ability to use a mouse
    • Ability to sit for long periods of time in a stationary position
    • Constantly operate a computer and other office productivity machinery for long periods of time
    • Operate under fluorescent lighting for long periods of time
    • Required to have close visual acuity to perform activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal
    • While performing the duties of this job, the associate is regularly required to talk or hear. The associate is frequently required to sit; use hands to type, mouse or key; as well as reach with hands and arms.
    • Ability to work on computer for multiple hours; with frequent interruptions.
    • Required to travel in elevator or stairwells to access work station or attend meetings and engage with associates on multiple floors throughout building.
    • Hotel, Airplane, and Car Travel Required

     

    Position Type/Expected Hours of Work:

    This is a full-time position.  As an International Retailer, occasional evening and/or weekend work may be required during periods of high volume.  This role operates in a professional office environment and routinely uses standard office equipment.

     

    Other Considerations:

    Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the associate for this job. Duties, responsibilities and activities may change at any time with or without notice. Reasonable accommodations may be made to qualified individuals with disabilities to enable them to perform the essential functions of the role.

     

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