Contact Center Manager (Remote) in Virginia Beach, VA at Advance Auto Parts

Date Posted: 7/9/2021

Career Snapshot

Career Description



Job Description

SUMMARY

The Manager of Professional (B2B) Support will be responsible for monitoring and managing service levels, staffing and project coordination for the Customer First Professional Support teams.  This will include but not be limited to managing tools/resources, call quality, CSAT results, onboarding new support streams, etc.  The manager will be responsible for developing and executing initiatives which will help improve the overall customer experience.  This role has both strategic and operational components requiring the leader to be able to create new processes, evaluate existing processes and manage a team day to day.  This leader will have direct responsibility to update key business partners and leaders on issues and opportunities within their functions.  Developing and maintaining a strong working relationship with all vendors that facilitate service for our customers will be another essential requirement.  While this position is remote, the candidate must reside in Virginia.

We act as business partners and trusted advisors for both pre and post-sales management, covering the whole bandwidth from fostering and elaborating strategic decisions all the way to the operational implementation and execution of those.

Our responsibilities can be divided into three key areas: Planning, Go-to-Market (GTM) support initiatives and Execution. In the Planning pillar, our tasks range from developing headcount-plans to building incentive structures for the teams that tie budgets and plans with strategic visions. With our GTM initiatives, we aim to scale our business through transformational business projects and action in strong alignment with the central CRM & analytics teams. Initiatives range from the development of new business processes and new program support to the implementation of key strategic initiatives. As part of the Execution pillar, we ensure our ideas and plans come to life and monitor execution, run forecast calls and prepare Quarterly Business Reviews.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

  • Act as the voice of our customer and as an advocate for our customer.
  • Evaluate current tools and recommend possible improvements.  Join any projects “in flight” that impact quality assurance and contribute as needed.
  • Maintain and improve the current formal quality assurance policy and process for inbound and outbound customer phone, email, and chat contacts.  Proactively identify, define, and execute corrective action for contacts that fall below quality standards defined by AAP.  Compare AAP quality scores against industry standard and ensure AAP quality is above the industry benchmark. 
  • Develop and maintain customer satisfaction guidelines and standards using the current tools available. Benchmark AAP customer satisfaction against industry standard and provide guidance relative to the course of action needed to ensure the service we provide is second to none. 
  • Will have autonomy to make necessary decisions relative to quality regarding customer facing call, email, and any other contact tool/resource to support the Advance Auto Parts brand promise and mission.
  • Strategic Business Partner for Professional business teams

Service expectations for the department are listed below:

  • Maintain an average of 5% or less abandon rates
  • Maintain average speed of answer at 90 seconds or less
  • Answer all support emails within 24 hours of receiving

QUALIFICATIONS

  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Strong strategic leader AND tactical contributor with exceptional written and verbal communication skills
  • Experienced operator who has robust skill in quickly identifying and solving operational challenges
  • Strong people leader
  • Adept at managing complexity and adjusting your process to the context you’re working in
  • Demonstrated ability to consult with business leaders cross-functionally, and are able to prioritize the most critical opportunities for improvement.
  • Natural inclination to work collaboratively, to be transparent and seek and give feedback continuously.
  • Excellent facilitation skills (creating agendas, managing meetings, etc.)
  • Demonstrated ability to make effective decisions in a fast-paced environment
  • Proficient in Microsoft Office products (Excel, PowerPoint, Sharepoint, Visio, etc.)
  • Bilingual (Spanish) Preferred

EDUCATION and/or EXPERIENCE

  • B.S. Degree in Business Management / Business Administration
  • 8+ years contact center leadership experience;
  • Sales, retail, ecommerce, or enterprise level social media experience / moderation preferred;
  • Or Equivalent combination of education and experience.

SUPERVISORY RESPONSIBILITIES

Supervision of a team of 3-4 leaders; up to 50 indirect reports thru hierarchy.

CERTIFICATES, LICENSES, REGISTRATIONS

ASE Certification preferred.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear.  The employee is occasionally required to stand; walk; use hands to type, handle, or feel; reach with hands and arms; and stoop, kneel, crouch, or crawl.  The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.