Manager Client Support Center (CSC)
Day-to-day operational leadership for a team of up to 20 team members consisting of Sr. Specialists and Lead Specialists within the Client Support Center providing technical support for all Target locations including Headquarters, Stores, and Distribution Centers.Drive a client-focused environment by achieving quality, productivity, and service level goals.Promote a culture that ensures a great work environment, promotes two-way communication and encourages and supports skill development. Support and/or drive projects focused on technical/procedural initiatives.
PRINCIPAL DUTIES AND RESPONSIBILITIES
1.Leadership:Lead a team of approximately 15-20 Sr. Specialists and Lead Specialists toward the achievement of the established quality, resolution, client satisfaction, productivity, and service level goals.Assist with development and support of new business strategies for the CSC, including relationships with vendors and vendor management team.Act as a peer mentor and change agent for the CSC while driving engagement of new initiatives. Act as Lead on Duty covering hours of operation ensuring business operation is managed and stable.Use leadership strategies that promote business understanding, trust, accountability, communication, recognition, and consistency.
2.Performance Management:Responsible for all performance management activities, including the hiring of new team members and/or contractors, training and onboarding, ongoing development conversations, and the assessment of annual performance.Communicate performance expectations. Understand and take action on data to drive all aspects of team performance.Provide regular 1:1 and team coaching, training, feedback and suggestions for performance improvements for all work types. Coach to service and brand, including relationship building, recognition, and progressive skill development.Own team performance by recognizing strong performance and when performance is not meeting expectations hold team members accountable by taking appropriate corrective disciplinary action including termination of team members.Be proactive with sharing best practices with leadership team.
3.Client Service:Lead the team in resolving client issues while providing a great client experience.Identify, evaluate, and communicate trends to fellow leadership and partners. Take proactive measures to insure service levels are met.Assist with scheduling issues, lead quality improvements, and assist team with difficult client issues or escalations.Embrace and execute activities that deepen client and partner relationships.
4.Process Improvements:Initiate, support and lead strategic initiatives aimed at improving the CSC work process, client satisfaction, resolution, automation, elimination and cost reduction and team member enhancements such as onboarding and training. Identify and drive the development and support of new business strategies, including relationships with internal business partners and teams, vendors and vendor management teams.Ability to influence, develop and sustain positive business relationships across the enterprise in order to achieved desired results.Identify and drive operational process efficiencies that enable Managers and Sr. Specialists to provide the best possible experience for every client. Ability to quickly adapt to changing business needs and be a role model to initiate and drive change within the leadership team and with the team members.
5.Recognition:Develop, initiate and support team member recognition to create a Fast, Fun, and Friendly environment, provide appropriate reward/recognition for the team, and drive results.
6.Business Knowledge: Develop and maintain a thorough understanding of policies and procedures to effectively maximize leadership and development of team.Work closely with leadership team and other technology and business process partners to improve operations of the Client Support Center and other strategic Service Center partners.
7.Communication:Ability to communicate effectively across the entire Client Support Center team, adapting messaging and approach as is necessary for maximum impact and effectiveness.Create an environment that fosters a sense of urgency in effectively communicating new policies, procedures and knowledge to team members.Facilitate routine team huddles to the team to provide the needed tools and resources to perform their duties.Continuously communicate business strategies to leadership team and support partners to drive awareness and improvement.
8.Additional responsibilities:Support of additional teams when needed. Participate in or lead larger scope projects or initiatives within the CSC, Store Operations, FRS or TTS.JOB REQUIREMENTS
·Four year college degree
·2-4 years of leadership experience
·4-6 years of professional experience
·One year technical support or call center experience
·Strong technical knowledge or aptitude
·Strong passion for the brand and delivering a great client experience with every interaction
·Excellent strategic thought process skills
·Demonstrated problem solving skills
·Solid analytical ability
·Demonstrated track record of producing significant business results
·Excellent time management, communication - written and verbal, interpersonal skills
·Ability to work independently
·Proven ability to develop team members in a fast-paced environment
·Ability to flex schedule when needed to meet the demands of a 7 day a week operation
·Previous contact center/store experience.