Build and manage a team of professionals dedicated to providing and managing the operational toolset leveraged by operations to provide world class customer service; Lead, direct, and motivate team to attain performance metrics, develop skills, and manage attrition
Analyze current state of contact centers tools and capabilities and implement new or improved solutions that empower associates to solve customer issues impacting productivity and first call resolution
Develop and implement long term and short-term business plans; optimizing internal resources for maximum efficiency, revenue growth, and improved customer experience
Provide actionable insight to business partners on customer trends, sales forecast, KPI and goal achievement to drive customer satisfaction and sales production according to business forecast through site improvements
Maintain and report on service level standards and manage contact center operations within budget.

Must be 18 years of age or older
Must be legally permitted to work in the United States
Working knowledge of Microsoft Office Suite
Working knowledge of Tableau
Working knowledge of presentation software (e.g., Microsoft PowerPoint)
Working knowledge of HRIS software (e.g., IBM Kenexa, PeopleFluent, Tesseract)
Demonstrated ability to collaborate and work effectively with cross-functional teams
Ability to draw accurate conclusions from financial documentation
Demonstrated project management skills
Ability to convey complex or technical ideas and processes in easy-to-understand terms to diverse audiences
Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers
Excellent written and verbal communication skills.

Virtual Apron Director – Flooring

Key skills