THE ROLE: We’re looking for…

A Call Center Program Manager who will be responsible to lead projects and programs which impact customer experience and call center operations effectiveness, which result in exceeding customer satisfaction and operational excellence goals. He/she is solution-oriented, adept at managing multiple priorities simultaneously across departments and delivering business performance feedback and solutions/remedies to key areas of opportunity. The Call Center Program Manager will lead cross functional teams to build project plans, assign activities and tasks and manage execution of projects, including but not limited to Technology, Fulfillment and Logistics, Marketing, Merchandising, and the Call Center teams. Reporting to the SVP of Member Services, this individual will also leverage a team of analysts to identify areas of improvement, assist with establishing priorities, and coordinate the forecasting and budgeting process for the Customer Service function.

We are seeking a dynamic and motivated Call Center Program Manager who takes pride in the knowledge and commitment to service they bring to their job. We are looking for an innovative and experienced individual with exceptional communication, analytical, collaboration, process management, and organizational skills. This role facilitates the day to day relationship with the third-party outsourced call center utilizing a hands-on approach to ensure consistent and effective delivery of customer service activities. The right candidate will have experience developing relationships and motivating teams, a strong sense of urgency, and the ability to improve operational efficiency through process improvement. Other critical success factors for this role include great decisiveness, problem-solving skills and the ability to think outside the box to resolve systemic issues affecting customers. 

What you’ll accomplish…You will;

• Be accountable for and drive key performance indicators that ensure a superior member experience and present results to our Management and Leadership teams on a regular cadence. Leveraging analysts, coordinate analytical projects.
• Promote and maintain a flexible, collaborative, communicative, team oriented and customer focused attitude within and between departments and call center in order to provide customer satisfaction to both internal and external customers while ensuring Member Experience department goals are met.
• Lead programs & projects that focus on process, technology, and ecommerce website solutions to improve customer experience and call center operational effectiveness, meet resolution deadlines, build customer loyalty, and take advantage of sales opportunities.
• Lead the Voice of the Customer program, leveraging VOC analytics in all endeavors.
• In partnership with Call Center management, support and contribute to projects within the Call Center which improve agent culture, operational effectiveness, training and development, and reward and recognition programs which result in improved customer satisfaction.
• Work with 3rd party call center management to support training programs, including new hire on-boarding, ongoing up-skill training, as well as other training dictated by business needs.

THE RIGHT FIT: You have…

• 4-year degree required
• 5+ years of operations management experience in a call center of at least 150 FTE’s. Good working knowledge of the following call center functions: front line and escalation agent teams, workforce management, training, and quality.
• Exceptional analytical and problem-solving skills
• Exceptional project management skills, with projects of medium to high complexity involving technology infrastructure, business applications, application integrations with third party software, process change, training.
• Working knowledge of call center management systems (CRM/Case Management, Knowledgebase, Telephony, Workforce Management, Training, Quality, Surveys)
• Experience leading programs and projects in a call center function which result in improvements to key performance metrics. A master of accomplishing goals by directing the efforts of a project team
• Passion for helping customers & exceeding customer expectations with an analytical and creative mind
• Excellent relationship building skills in order to lead the team’s business objectives with their internal and external partners
• Knowledge around business-driven KPIs, preferably in e-commerce.
• Proven ability to handle multiple projects simultaneously and exceptional organizational skills to deliver results within tight timelines
• Ability to proactively investigate business challenges to provide the best possible solution
• Ability to adapt to changing environments and “roll up your sleeves” – this role is very “hands on”
• A competitive spirit and drive to succeed
• Strong Internet / PC skills – comfortable in a technology-driven business and proficient in Microsoft Outlook, Word, Excel and Power Point
• Passion and excitement for coaching call center agents
• Experience creating training materials
• Ability to travel every quarter to our call center located out of state

ABOUT US:

Rue Gilt Groupe combines world-class merchandising, technology and marketing to create the most engaging and satisfying online shopping experience available. Each day, 20+ million loyal Members turn to Rue La La for everything from women, men and children's apparel and accessories to home décor and exclusive experiences. Our approach to retail brings excitement to online shopping in a way that not only strategically supports our brand partners, but also inspires our Members daily.

This Company is an equal opportunity employer, and selects individuals best matched for the job based upon job-related qualifications regardless of race, religion, color, creed, sex, sexual orientation, age, ancestry, national origin, gender identity, genetic information, disability, pregnancy, veteran or military status or any other status or characteristic protected by law.