Now Hiring - Assistant Manager - Call Center Operations in Pataskala, OH

We are looking for a Strong leader to assist Operations and Special Projects for the Premium Brands (Ann Taylor/LOFT) E-Commerce Support Center. The ideal candidate would have a genuine passion for not only the customer but also the agent experience. Some of the core responsibilities would include, managing the back-office processes and specialized outreach performed by Contact Center Teams. Individual will work closely with Third Party Supervisors and leads to ensure a seamless client experience.

Operation Support:
Attend Daily Operation Calls. Assist with questions and guidance on trends and/or client follow-up as needed, including drafting of any immediate needs for copy or template scripts. Conduct weekly meetings with Tier 2 Supervisors to assist with any support needed on pending volume or special projects. Share updates with leadership team regarding any trends, needs or break in processes. Attend Weekly Calibration Calls with management team, monitoring voice, chat, email and text interactions to ensure program alignment with Quality Expectations.

Product Research
Monitor Product Queues and partner with appropriate Premium Business leads to get answers on unique product questions for call center associates. Find ways to bridge communications between Contact Center and Merchant Teams. Ensure updated Product Details for common questions are added into Knowledgebase for easy reference. Create regular reporting and provide quarterly updates back to business partners for each brand. (Fabric Care, Sizing, Defect Issues, etc.)

Client Outreach
Create and Maintain SOPs (Standard Operation Procedure) Documents for each outreach/outbound efforts managed by Tier 2 Teams. Pro-active follow-up for various closing the loop processes where Client Feedback is captured. Maintain specialized promotion requests for special outreach that requires a winback offer and ensure and files provided to vendor are Password Protected. Compile and report on Success Rates of offers to share back with business.
Contact Center C-Sat Surveys - Closing the Loop
Bazaar Voice, Product Review - Closing the Loop
Voice of the Client Closing the Loop

Associate Incentives
Create and drive Monthly incentives for Contact Center. Ensure contests align with business initiatives as well as Key Performance and Contractual Goals. Track Results and Provide regular recognition updates and work with management team to upload into Learning Management System as required Communications. Contests can be built around (Upselling, Charitable Initiatives, Loyalty and/or General Key Performance Indicators.) Work with vendor to determine allocation of monthly allotted funds.

Sales Audit Reconciliation
Conduct Order Research for all Sales Audit Inquires related to fulfillment or Contact Center Process Inquiries; (Out of Balance Orders/ PayPal audits/Appeasement Validations, etc.)
Management of access and quarterly audits of Gift Card applications for Contact Center Teams
Management of PCI (Payment Card Information) Files shared weekly with Sales Audit team for back-office adjustments.

International Orders
Maintain SOPs for International Orders and special research as well as access to BorderFree Tool. Communicate any changes to Contact Center regarding new country restrictions or variances from original launch.

Candidate Profile: The ideal candidate will possess the following skillsets:
Bachelors Degree
Customer Focused and Service Oriented
Preferred 1-2 years in leadership or management role
Excellent oral and written Communication Skills
Knowledge of Basic Customer Relations and Order Management Applications
Ability to Adapt
Self-Motivator and Vision for Growth

Additional Notes:

• This position will be a hybrid of Work at Home and In Office
• This position at times may be required to assist with weekend and holiday On Call rotation for Contact Center

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