Operations Manager, Customer Solutions Center

Tractor Supply Company•Brentwood, TN

29d•Onsite

About The Position

This position is responsible for leading the department's administrative, shared support, and project management responsibilities for the Customer Solutions Center. The Operations Manager is responsible for the knowledge acquisition, supporting digital contact channels to include email and social media, escalation management and Team Member support, and all project management and back-office functions necessary to provide our customers and Team Members with a Legendary Experience. These responsibilities ensure that all Customer Solutions Center Team Members are prepared and effective in delivering their growing job responsibilities while supporting the CSC across all specialty lines of business.

Requirements

4-6 years of previous management and retail experience preferred. Store operations, contact center, and customer service experience required.
Must demonstrate a clear understanding and appreciation of key Contact Center concepts and practices, including: use of systems, call routing, contact channels, types of customer transactions/interactions, workforce management, reporting, performance measurements, quality initiatives, coaching and mentoring, career path, staff development, and the unique demands of frontline staff.
Bachelor’s Degree
Any suitable combination of education and experience will be considered.

Nice To Haves

Ability to lead and effectively communicate with a team comprised of varying levels of responsibility.
Demonstrate strong communication, leadership, analytical, interpersonal, and team building skills.
Ability and proficiency in Microsoft Office products.
Self-motivated, work with a sense of urgency, and prioritize tasks in a high energy environment.
Display a detail-oriented approach to work.
Ability to positively handle conflicts with both internal and external customers as well as team members of varying levels of responsibility.
Possess a leadership philosophy that supports the team who in turn serves the internal and external customer.
Possess a thorough working knowledge of company and store policies and procedures, processes, operations, product, and communication protocols.

Responsibilities

Responsible for leading all specialized support channels to include Delivery Support, Digital Contact Channels, Customer Escalations, and Backoffice functions such as Business Accounts, Tax Exempt, and associated administrative support responsibilities.
Manage operational costs monitoring labor costs and resource utilization to ensure the center operates within budget.
Oversees project management and process implementations for the Customer Solutions Center and acts as the primary point of contact for all IT initiatives that are related to the success and growth of the Customer Solutions Center.
Provides insight and direction for the Customer Solutions Center’s strategic technology vision and process improvement opportunities utilizing cross-channel aggregated data.
Mentor the department's team members to allow successful career planning and company growth. Develop the administrative team for consistent team coverage; cross-train team members throughout the department to avoid lack of service or single points of failure.
Identify process improvement opportunities to increase the Customer Solutions Center team members' exceptional service and assistance to customers.
Act as a liaison for the Customer Solutions Center to business partners across the organization and provide insight and direction for projects and initiatives that impact the CSC and the customer experience.
Partner with CSC Director, CSC Training and Performance Manager and others to resolve all issues that require intervention beyond the CSC administration team.
Handle crisis and escalated situations such as system outages, customer complaints and volume spikes to stabilize operations while educating leadership on managing these situations.
Ensures Legendary Customer Experience is met during customer contacts through completion of routine contact monitoring while documenting performance and behavioral gaps intended to provide actionable feedback and insights for CSC Leadership to use during performance coaching sessions.