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Back Office Lead


This is a Full-time position in Dallas, TX posted September 12, 2021.

Chewy is looking for a Manager Customer Service to join the best customer service department in America at our Dallas, Texas (Richardson) location. The right person will be a natural people leader, responsible for building engaging teams and improving operational efficiency. This person should be a dynamic, goal-oriented leader who challenges and inspires other leaders within their organization to excel. A customer-first mindset is critical for this role.What You’ll Do:Develop, manage, and coach floor leadership to build successful teams that deliver an exceptional customer experience.Establish peer-to-peer relationships with other Managers to enhance process efficiency.Use data to identify areas of opportunity and develop action plans to improve KPIs and close performance gaps.Collaborate with other managers to establish and build SOPs for existing processes and procedures.Ensure that regular performance reviews and feedback is provided regularly to all levels of employees to ensure a highly engaged workforce.Maintain and execute new leadership on boarding initiatives to enhance the career path experience.What You’ll Need:5+ years of multi-channel contact center management experience (Customer Service strongly preferred), with proven leadership track record and verifiable history of managing successful, high-volume teams in at least 100 headcount environments.Must be comfortable adapting to rapidly shifting goals, and willing to ‘roll up your sleeves’ to solve a variety of challenges.Proven coaching skills that can impact both front-line agents and floor leadership.BS/BA degree or equivalent experience preferred (i.e., 5+ years industry experience in lieu of degree)Strong computer and internet proficiency in a technology-driven environmentProficiency in MS Office suite (Excel is a must)Outstanding oral and written communication skills, and comfortability and ease in presenting information to a groupPosition may require travelMust be flexible with shiftsBonus:Previous Contact Center ExperienceLeadership/ project management certification (6 Sigma)

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