Director Support Operations

Profile

The Director of Gearhead Support Operations is responsible for supporting the foundation of our Contact Center (Gearhead Operations). You will lead and manage all back of house support teams so that our sales and service teams can focus on what they do best, supporting our customers gear needs and helping people get outside with confidence.\u00A0This leader will be responsible for financial forecasts, P&L oversight, workforce management (scheduling, intraday analysis, and long term capacity planning),\u00A0 business analytics, reporting, facilities,\u00A0 contact center technology and systems, equipment and vendor management. You will work to optimize processes and policies, control costs, mitigate risk, and further develop a team of ruthless operators that live and breathe operational excellence.\u00A0A well organized, financially minded and technology savvy individual is needed to succeed in this role.\u00A0ESSENTIAL DUTIES & RESPONSIBILITIES:Oversee financial management, short & long term planning, systems and controlsLead Workforce Management teams to deliver accurate and timely schedules that optimize traffic patterns, costs, and ensure a healthy and satisfactory employee experience\u00A0Lead reporting and data analytics to create oversight of critical KPI\u2019s and needed operating dashboards\u00A0Optimize costs and drive efficiency by improving upon our current infrastructure, systems, reporting, processes, and policiesDirectly manage and increase the quality, effectiveness and efficiency of all support departments; as well as influencing and directing the operating essentials of our selling teamsManage employee satisfaction through frequent communication, goal setting, performance management and creating a positive environment of trust and clear expectationsPartner with other functional teams across technology, product, and the business, to ensure service, quality and other company and customer goals are achievedManage site and facility needs, maintain a clean and fun work atmosphere that exemplifies a professional culture with respect for our customers and each otherMitigate risk to the company through policy creation, discounting management and enforcement of PCI and vendor SLA commitmentsPartnership with technology team to ensure equipment supports Gearheads needs to deliver an exceptional customer experienceQUALIFICATIONS, SKILLS & ABILITIES:5 years experience in a relevant field\u00A0Understanding of Contact Center financial and operating models\u00A0You must be an established operational leader with the capacity to implement change, drive efficiency and bridge cross-functional teamsAbility to respond to customer needs, a passion for quality, and extensive history of strong results\u00A0Compelling verbal as well as non-verbal communication and persuasion skillsProven track record managing, mentoring, and elevating staff using combinations of constructive feedback, coaching, performance reviews, administering policies, and disciplinary proceduresSkilled in fundamental Contact Center tools: workforce optimization, order management, customer relationship management, vendor management, contract and SLA management, telephony, chat & email, risk prevention and payment servicesExperience with forecasting & planning, creating a detailed budget and managing to an income statement

Company info

Backcountry
Website : http://www.backcountry.com