Senior Manager, Omnichannel Customer Support Operations
Bob's Discount Furniture
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Benefits offered by this job
Job summary
Bob's Discount Furniture seeks a Customer Support Senior Manager (Operations) to lead multi-channel contact center operations across voice, SMS, chat, and email. This role drives performance management across internal teams and third-party partners at multiple sites and remote environments, using data and VOC insights to improve productivity and customer experience.
The leader will foster an engaging, empowered team culture while delivering strategic guidance to cross-functional teams and
Qualifications
- 8+ years of experience in Customer Support or related discipline.
- Experience leading multi-channel contact center operations.
- Bachelor's degree in business management, technology, marketing, or related field.
Responsibilities
- Analyze data to identify root causes and drive improvements.
- Provide insights from VOC and contact data to cross-functional teams.
- Define and manage reporting for voice, chat, SMS, email channels.
- Communicate performance expectations across multi-site and remote ops.
- Drive day-to-day performance via KPI reviews and coaching.
- Lead operations and meet KPI targets like NPS, FCR, and AHT.
- Oversee staffing and compliance; provide backup leadership.
- Serve as SME on customer support best practices.
Skills
Education
Job description
Bob's Discount Furniture seeks a Customer Support Senior Manager (Operations) to lead multi-channel contact center operations across voice, SMS, chat, and email. This role drives performance management across internal teams and third-party partners at multiple sites and remote environments, using data and VOC insights to improve productivity and customer experience.
The leader will foster an engaging, empowered team culture while delivering strategic guidance to cross-functional teams and
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