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BROBSTON GROUP

Ralph-Lauren-Logo

Contact Center Operations, Directing Leader

Posted 2 weeks ago
High Point
Market: NC - Raleigh Durham
Industry Segment: Luxury Fashion, Luxury Menswear
Category: Operations
Seniority: Director
Job Type: Full time
Pay Range:

Marketplace Role

As a service to our candidates we present 1000’s of luxury industry roles as part of our Marketplace offering. For these jobs you will be forwarded to the brand to apply directly.

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Ralph-Lauren-Logo
Contact Center Operations, Directing Leader
Ralph Lauren
High Point
Luxury Fashion, Luxury Menswear
Full time
Posted 2 weeks ago

Marketplace Role

As a service to our candidates we present 1000’s of luxury industry roles as part of our Marketplace offering. For these jobs you will be forwarded to the brand to apply directly.

Job Description

Position Overview

The Director of Customer Contact is responsible for leading a Customer Contact Center that provides legendary service to each and every customer. This person is responsible for developing the culture, processes and procedures that appropriately support our company’s business goals while maintaining and upholding our brand’s legacy. This position acts as the primary “Customer Advocate” for the company and is a liaison in the development and implementation of business plans.

Essential Duties & Responsibilities

  • Provide strategic leadership to managers and their teams to achieve outstanding service to customers, to facilitate and positively lead change, and to meet and exceed performance goals
  • Responsible for ensuring that all performance management tasks are completed including coaching, feedback, performance monitoring & recognition
  • Ensure consistent achievement of Contact Center Kpis including customer experience, budget and service level goals
  • Identify and support the implementation of process improvements within the business and Contact Center that positively impact the customer experience
  • Provide leadership in the development and implementation of tactical plans and policies
  • Oversee the design, development, and delivery of all Contact Center & Fulfillment Center training materials related to processes, technology, & new business initiatives
    • Ensure all learning initiatives are prioritized, planned, and delivered as required
    • Lead the Seasonal Learning Specialist program including hiring, selection, onboarding & provide overall management support
    • Maintain the curriculum design for all new hire learning content, revise & edit as required

  • Lead Voice of the Customer activities; represent, negotiate, and be a liaison in cross-functional initiatives to drive a roadmap of ideas in policy, process, and technology improvements that enhance the customer experience while reducing cost.
    • Deliver customer-oriented metrics and analytics by evaluating available data that provides clear and valuable insights into customer behavior
    • Collaborate monthly with the Customer Experience team to track existing change requests and review new initiatives

  • Manage internal Contact Center technology projects related to the Customer Interaction Management, Ai Tools, Order Management Systems, & Customer Feedback tools
    • Manage vendor partnerships; maintain and track progress on open issues and enhancement requests
    • Partner with key stakeholders to prioritize technology enhancements and new implementations
    • Collect & analyze data to support Roi & customer experience value
    • Ensure reporting & analytics are provided to leadership to share insight into associate performance, service levels, volumes, and other Contact Center Kpis

  • Implement actions to train/further leverage our team to build talent from within
  • Develop organizational structures that will support the short term and long term needs of the organization
  • Leads key partnerships across multiple areas of the business including Store Operations, Home Team, Cx Team, Product Management, Production Support, Content Release, & Fulfillment Center.
  • Participate in the development, management and adherence of the budgeting process
  • Collaborates with Contact Center Workforce & Analytics team members
  • Additional duties as assigned

Experience, Skills & Knowledge

  •  Demonstrated success leading the daily operations in an inbound, high-touch, customer contact center
  •  Proven ability to manage the execution of multiple projects and tasks simultaneously to completion on deadline
  •  Demonstrates understanding and support of the brand/organization’s vision and strategies
  •  Passion for providing legendary customer experiences
  •  Experience contributing to (and accountability for) financial plans and budgets
  •  Highly developed analytical and problem solving skills
  •  Exceptional time management and organizational skills
  •  Demonstrated ability to build cross-functional relationships and create a team environment
  •  Skilled at evaluating and developing people and talent
  •  Ability to adjust quickly to change and meet goals
  •  Strong written and verbal communication and presentation skills
  •  Ability to lead / build teams and motivate associates at all levels
  •  Ability to work a variety of shifts to provide support and coverage, including some holiday and weekend coverage

 

About Ralph Lauren

Ralph Lauren Corporation (NYSE:RL) is a global leader in the design, marketing and distribution of luxury lifestyle products in five categories: apparel, footwear & accessories, home, fragrances and hospitality. For more than 50 years, Ralph Lauren has sought to inspire the dream of a better life through authenticity and timeless style. Its reputation and distinctive image have been developed across a wide range of products, brands, distribution channels and international markets. The Company’s brand names – which include Ralph Lauren, Ralph Lauren Collection, Ralph Lauren Purple Label, Polo Ralph Lauren, Double RL, Lauren Ralph Lauren, Polo Ralph Lauren Children and Chaps, among others – constitute one of the world’s most widely recognized families of consumer brands.

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Contact Center Operations, Directing Leader
Ralph Lauren
High Point
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