NHS Human Services, Inc.

Manager, Customer Solutions Center

Overall Job Summary

This position manages the contact center operation and supervises, builds, and empowers the team that provides legendary service in doing whatever it takes to provide a solution for the customer. This position is responsible for the execution of the Customer Solutions Center strategic vision and contributes to the team’s long-term integrated roadmap and initiates/recommends strategic initiatives and continuous improvement.

Essential Duties and Responsibilities (Min 5%)

• Manage Contact Center Operations:

• Labor, payroll, workforce planning & scheduling.

• All supervisory delegated responsibilities & performance.

• A complete understanding of current trends, forecasts, & opportunities necessary to support the labor model.

• Executable initiatives to reduce cost, increase efficiency, scale & improve operations.

• Own Store/Customer Service Experience:

• Service levels, quality, customer service scores, and customer resolution/retention.

• All supervisory delegated responsibilities & performance.

• A complete understanding of current trends, forecasts, & opportunities.

• Executable initiatives to improve levels & experience, improve first contact resolution, & increase quality.

• Manage the team’s ability and strategy to sell:

• All direct customer facing sales activities, including GURA, cross-sell, & complimentary selling.

• All indirect customer facing sales activities, either online, in-store, or omnichannel.

• All supervisory delegated responsibilities & performance.

• A complete understanding of current trends, forecasts, & opportunities.

• Executable initiatives to increase sales, capitalize on sales, and provide legendary service & sales.

• Manage the team’s training, development, and succession plan:

• Maintain the team’s 9-Block, individual development plans, and execute identifiable opportunities for development.

• Advance team performance and operation capitalizing on strengths & competencies; improve all weaknesses.

• Initiate and recommend actions necessary, including specific requirements, at both the tactical and strategic level:

• Increase and integrate technologies and systems.

• Reduce manual processes.

• Standardize manual processes that do not automate.

• Improve store & customer cross-channel experience.

• Partner with SSC stakeholders to improve communication, content, and self-serve; reduce inbound contact.

• Communicate specific opportunities to SSC stakeholders to increase sales, value, customer retention, & Brand loyalty.

• Advocate for the store and the customer in all situations, operations, technologies, content, projects, and strategy.

• Serve as the Director’s chief point-of-contact contributing to the team’s long-term integrated roadmap.

• Primary point of contact to develop the customer journey experience for stores & customers.

• Maintain a working knowledge of industry knowledge used for current & future state purposes.

• Report and analysis of contact center metrics.

• May assist with preparation and monitoring of department budget.

Required Qualifications

Experience : 7 years management experience

Education : Bachelor’s degree

Preferred knowledge, skills or abilities

Master’s degree preferred. Experience in growing/evolving contact center preferred. Advanced experience with Cisco phone system, ServiceNow, and contact center software systems preferred. Any suitable combination of education and experience will be considered.

Working Conditions

• Normal office working conditions

Physical Requirements

• Lifting up to 10 pounds

• Sitting

• Standing (not walking)

• Walking

• Kneeling/Stooping/Bending

• Reaching overhead

Disclaimer

This job description represents an overview of the responsibilities for the above referenced position. It is not intended to represent a comprehensive list of responsibilities. A team member should perform all duties as assigned by his/ her supervisor.

ALREADY A TEAM MEMBER?

You must apply or refer a friend through our internal portal

Click here (https://performancemanager4.successfactors.com/sf/home?company=tractorsup)

CONNECTION

Our Mission and Values are more than just words on the wall - they’re the one constant in an ever-changing environment and the bedrock on which we build our culture. They're the core of who we are and the foundation of every decision we make. It’s not just what we do that sets us apart, but how we do it.

Learn More

EMPOWERMENT

We believe in managing your time for business and personal success, which is why we empower our Team Members to lead balanced lives through our benefits total rewards offerings. fot full-time and eligible part-time TSC and Petsense Team Members. We care about what you care about!

Learn More

OPPORTUNITY

A lot of care goes into providing legendary service at Tractor Supply Company, which is why our Team Members are our top priority. Want a career with a clear path for growth? Your Opportunity is Out Here at Tractor Supply and Petsense.

Learn More

Join Our Talent Community

Nearest Major Market: Nashville