Description Reports To: SVP, Digital This position is integral to the overall success of vineyard vines. You are a well-organized, talented and enthusiastic thinker who proactively identifies customer service opportunities. You will lead a team of high performing supervisors and customer care representatives (crew members) to deliver exceptional service to our customers. Beyond providing an incredible customer experience through your leadership and hands-on guidance, you are a skill-building and coaching role model. We are a culture that promotes taking initiative, finding solutions, empowerment, collaboration, and having fun. Functions & Responsibilities: \u2022 Develop, implement and maintain goals and objectives for the customer care team, including productivity measures, service levels, and customer satisfaction scores \u2022 Manage daily operations of internal and external call center teams \u2022 Coaching and assistance to supervisors and crew members on an ongoing basis \u2022 Ownership of the performance of supervisors and guiding best practices for how they coach their teams \u2022 Manage external call center vendors, ensuring that goals are set appropriately and consistently met \u2022 Oversee and ensure conflict resolution between crew members and customers \u2022 Launch experimental and innovative customer service techniques to support adaptable business needs \u2022 Lead the requirements to build foundational and innovative technology capabilities \u2022 Leverage data to make factual decisions to influence process improvement opportunities \u2022 Represent customer service when collaborating with 3rd party call centers for support, information sharing, or common initiatives as directed by business owners \u2022 Recommend plans for training, quality assessment, staffing, shift assignments and all other agent-impacting projects \u2022 Develop presentations and talks to motivate and educate crew members \u2022 Manage customer care budget and forecast, ensuring workforce plan aligns with business needs and budget \u2022 Communicate company goals and news to crew members so every employee understands his or her role \u2022 Conduct periodic surveys of customers and potential customers to ensure quality control \u2022 Create and distribute weekly progress reports to the organization \u2022 Ensure team schedules support an engaging customer service environment \u2022 Develop and recommend incentives to motivate team \u2022 Stay current with the industry \u2022 Contribute to a diverse team \u2022 Develop relationship with call center technology providers Requirements: \u2022 4 years people management experience, leading mid-to-large size teams \u2022 Ability\/willingness to travel domestically 4 times a year \u2022 Bachelor's degree or equivalent experience \u2022 Customer service experience in a call center environment \u2022 Proven ability to effectively resolve problems and implement process improvements in a call center \u2022 Thrive under pressure; experience handling the most critical of customer escalations with calm and respect \u2022 Impeccable communication and organization \u2022 Creative, adaptable, entrepreneurial and driven by integrity \u2022 Ability to see past day-to-day activities and seek innovative ideas to continuously improve \u2022 Passion for the vineyard vines brand \u2022 Understands and adheres to all policies related to the organization \u2022 Team focused, confident, and professional; must be able to inspire and motivate a team \u2022 Ability to work a flexible schedule including holidays, nights, and weekends \u2022 Strong attention to detail and ability to come up with creative solution to challenging situations \u2022 Excellent PC skills including Excel, Word, Outlook and Internet based software programs, as well as call center industry specific programs.
Website : http://www.vineyardvines.com
Do you have a good vineyard vinesA® story? Write to us in the space below, and be sure to attach a photo if you've got one. We want to know how you have fun, make a difference, give back to your community and how you make vineyard vinesA® a part of it. We know you do some amazing stuff in our clothes and can t wait to see what you ll do next. We might just use your tales in future vineyard vinesA® communications, maybe even the catalog.