Job Information
Tractor Supply Company Director, Customer Solutions Center (Call Center) in Brentwood, Tennessee
Director, Customer Solutions Center (Call Center)
Overall Job Summary
LOCATION: Nashville, TN (Relocation Required if not local)
ON-SITE : 5 days/weekly
The Director of the Customer Solutions Center (Call Center) is CUSTMOMER-OBSESSED and is passionate about ensuring our team members are providing legendary customer service. This leader is responsible for providing strategic leadership and oversight for the Customer Solutions Center functions across all contact channels (phone, email, chat, etc.) to deliver revenue and profit growth, high levels of customer satisfaction, and service level achievement, while supporting the Company’s strategic initiatives.
This Director will be passionate about developing talent and will provide leadership to 4 Direct reports (Learning & Performance, CSC Manager, Workforce Management Manager & Operations Services Manager) along with overseeing a staff around 250+ team members. They will provide leadership that includes strategies, policies & procedures, goals & metrics, and programs for the department. Additionally, this leader will be digitally-minded and figuring out ways to evolve the center into a world-class customer solutions center.
Essential Duties and Responsibilities (Min 5%)
Oversight for a diverse team of professionals responsible for providing legendary customer services to Tractor Supply customers in a variety of ways, including the development of goals, strategies, policies, and procedures to optimize the performance and success of the Team.
Lead training, coaching, engagement, retention, and recognition initiatives for Customer Solution Center Team Members to support organizational growth. Monitor staffing and forecasting for department to determine appropriate resource allocation.
Partner with Operations, Marketing, IT, Omni Channel, Supply Chain and other departments to drive innovation in the customer experience and in sales channels.
Advocate for the customer in all situations, operations, technologies, content, projects, and strategy. Share customer feedback to senior leadership.
Develop and manage budget for Customer Solutions Center. Focus on controlling costs through the management of departmental spending and process efficiency improvements.
Define the goals, processes, and Customer Solution Center SLAs regarding the performance of the organization in order to optimize customer satisfaction and the customer experience through efficient and timely issue resolution.
Develop a benchmark driving management structure identifying and monitoring key performance indicators. Ensure that performance quality/outcomes scorecards and benchmarking activities are in place; see that the operations team utilizes this data to make improvements. Ensure quality standards are benchmarked against industry best practices.
Required Qualifications
Experience: 8-10 years of experience in managing a fast-paced call center environment, retail strongly preferred.
Education: Bachelor’s degree, from an accredited college or university, in business, retail, or other related field. Any suitable combination of education or experience will be considered.
Preferred knowledge, skills or abilities
Leadership experience | Proven in mentoring, coaching & developing and engaging teams.
Solid, analytical, and team building skills required.
Excellent Communication Skills | Comfort presenting to all levels of leadership.
Proficient in Microsoft Office products is required.
Ability to think and learn both tactically and strategically.
Analytical and data-driven.
Advanced experience with IVR, workforce management, call ticketing system, and other call center software systems.
#LI-DNI
Working Conditions
- Normal office working conditions
Physical Requirements
Sitting
Standing (not walking)
Walking
Kneeling/Stooping/Bending
Reaching overhead
Lifting up to 10 pounds
Disclaimer
This job description represents an overview of the responsibilities for the above referenced position. It is not intended to represent a comprehensive list of responsibilities. A team member should perform all duties as assigned by his/ her supervisor.
ALREADY A TEAM MEMBER?
You must apply or refer a friend through our internal portal
Click here (https://performancemanager4.successfactors.com/sf/home?company=tractorsup)
CONNECTION
Our Mission and Values are more than just words on the wall - they’re the one constant in an ever-changing environment and the bedrock on which we build our culture. They're the core of who we are and the foundation of every decision we make. It’s not just what we do that sets us apart, but how we do it.
Learn More
EMPOWERMENT
We believe in managing your time for business and personal success, which is why we empower our Team Members to lead balanced lives through our benefits total rewards offerings. fot full-time and eligible part-time TSC and Petsense Team Members. We care about what you care about!
Learn More
OPPORTUNITY
A lot of care goes into providing legendary service at Tractor Supply Company, which is why our Team Members are our top priority. Want a career with a clear path for growth? Your Opportunity is Out Here at Tractor Supply and Petsense.
Learn More
Join Our Talent Community
Nearest Major Market: Nashville