Omnichannel Customer Support Operations Leader

Bob's Discount Furniture; Hartford (CT); Hybrid; USD 100,000 - 125,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

401(k) Profit Sharing Plan

Life Insurance

Tuition reimbursement

Career progression pathways

Employee discount on Day 1

Job summary

Bob's Discount Furniture seeks a Customer Support Senior Manager (Operations) to lead multi-channel contact center operations across voice, chat, SMS, and email, including internal teams and third-party partners across multiple sites and remote environments.

You will use data and VOC insights to identify root causes, improve productivity, and deliver an exceptional customer experience, while fostering a positive and engaging team culture.

Qualifications

• Minimum of 8 years of experience in customer support or related discipline.
• Experience leading multi-channel contact center operations and managing performance across internal/third-party teams.
• Strong ability to translate data and VOC insights into actions.

Responsibilities

• Analyze data to identify root causes and drive improvements.
• Lead multi-site and remote operations with internal and partner teams.
• Define and manage reporting for voice, chat, SMS, email channels.
• Coach and develop staff, ensure compliance and staffing.
• Deliver against KPIs including NPS, FCR, and AHT.
• Provide strategic guidance on customer support best practices.

Skills

Contact Center Leadership

Data Analysis

Performance Management

Vendor & Partner Management

Leadership & Team Development

Strategic & Cross-FunctionalLeadership

Education

Bachelor's degree in business management, technology, marketing

Job description

Bob's Discount Furniture seeks a Customer Support Senior Manager (Operations) to lead multi-channel contact center operations across voice, chat, SMS, and email, including internal teams and third-party partners across multiple sites and remote environments.

You will use data and VOC insights to identify root causes, improve productivity, and deliver an exceptional customer experience, while fostering a positive and engaging team culture.