Customer Care Center Director (Remote)
Provides strategic direction and leadership the domestic Customer Care Contact Center to drive sales, profit and outstanding customer service through an engaging culture, creation and execution of programs, performance management, providing solutions to mitigated issues. Improves customer experience and first call resolution and other metrics that drive customer loyalty and retention
Primary Responsibilities:
- Leads the development and implementation of strategy for our fully remote, domestic Call Center to increase and maintain customer loyalty and contribute to the financial success of the company. Develops and executes strategic direction, service levels, performance related goals, policies, procedures, and operating structure for inbound calls and written correspondence related to Social Media, Corporate Resolutions, and Back Office Case Management for 150 or more associates.
- Develops and proposes annual business plans for the department, ensuring alignment with strategy. Recommends financial and headcount budgets, proposes business targets and key performance indicators and coordinates key priorities and projects and integrates with other functional areas.
- Identifies and communicates actions needed to implement the function’s strategy and business plan within Customer Care, while conveying the relationship to the broader organization’s mission, vision and values to inspire the team to achieve business goals.
- Manages and reports on performance within the team. Sets performance objectives, coaches Managers and Supervisors in creating an engaging, professional, and productive work environment which drives exceptional customer service, enhanced leadership, skillsets, best practices, and overall results.
- Identifies gaps and opportunities, prioritizes and anticipates complex issues, challenges and integrates within wider functional strategy based on customer and associate feedback and analysis, driving improvements based on insights.
- Guides implementation of product/service standards, analyzes operations, and takes corrective action to achieve optimum levels of customer service and sales consistent with business objectives.
- Drives a culture of continual service improvement, process simplification and accountability across all parts of the organization. Establishes atmosphere fostering open communication across all levels in the organization-building open door culture for entire team.
- Collaborates with leaders within Customer Care domestic/international/vendor, Workforce Management, Human Resources, and home office functions such as eCommerce, Media, Information Technology, Supply Chain and other internal organizations to strategize, plan, and execute to accomplish goals, ensure policies and operational needs are met, process improvements are implemented successfully, and to increase internal and external satisfaction.
- Ensures that associate technology and associated budgets are managed effectively and efficiently.
Core Competencies & Accomplishments:
- 8+ years senior leadership experience in a customer service center environment, leading operational teams, ideally retail or related industry.
- 10+ years of related business experience in implementing processes and programs that create a high performing business. Call center experience strongly preferred.
- Experience driving a professional and positive culture of accountability through solid process definition and metrics that provide transparency to the organization on performance
- Proven ability to provide sound leadership and strategy/direction to leadership in the use of the various skills, techniques, and technology to drive sales, profit and outstanding service.
- Solid knowledge of data, analytics, systems, procedures, techniques, equipment, operations, standards, and reports related to customer service contact centers.
- Bachelor’s degree or equivalent experience managing a business function with equivalent scope of operations.
- Competencies of Prioritizes Customers, Takes Accountability, Thinks Critically, Produces Results, Drives Improvement and Works Collaboratively.
Enjoy a rewarding career at JCPenney Corporate, where we offer a competitive benefits package, a vibrant work environment, and the opportunity to make a difference at one of America's most iconic retailers.
- Generous benefits: Medical/dental/vision insurance starting on day one, term life insurance, paid vacation/holidays, 401(k) Savings Plan with company match, and an associate discount on JCPenney merchandise.
- On-site amenities: Daycare, Grab & Go Store, Coffee Shop, the Local Kitchen, fitness center, free garage parking, golf simulator, arcade, pickleball courts, and vibrant co-working spaces, meeting rooms and wellness rooms.
- Exciting location: Our corporate office is located in the heart of Legacy West, a vibrant new development in Plano, Texas, with plenty of shopping, dining, and entertainment options.
- Opportunities for growth and development: We are committed to helping our employees grow their careers and develop their skills. We offer a variety of training and development programs, as well as opportunities for advancement.
- Collaborative and supportive culture: We believe in creating a workplace where everyone feels valued and respected. We encourage teamwork and collaboration, and we are always looking for ways to support our employees' success.
About JCPenney:
JCPenney is the shopping destination for diverse, working American families. With inclusivity at its core, the Company’s product assortment meets customers’ everyday needs and helps them commemorate every special occasion with style, quality and value. JCPenney offers a broad portfolio of fashion, apparel, home, beauty and jewelry from national and private brands and provides personal services including salon, portrait and optical. The Company and its 50,000 associates worldwide serve customers where, when and how they want to shop – from jcp.com to more than 650 stores in the U.S. and Puerto Rico. In 2022, JCPenney celebrates 120 years as an iconic American brand by continuing its legacy of connecting with customers through shopping and community engagement. Please visit JCPenney’s Newsroom to learn more and follow JCPenney on Facebook, Instagram, Twitter and LinkedIn.
For more opportunities to join our team please visit our careers page.
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