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, chat, SMS, and email. You will drive performance, use VOC data to identify root causes, and partner with third-party teams to deliver exceptional customer experiences across multiple sites and remote environments.
You will manage senior professionals, coach teams, and align cross-functional initiatives with business goals, while fostering an engaging
Qualifications
- Minimum 8 years in Customer Support or related field.
- Experience leading multi-channel contact center operations.
- Experience using KPIs to identify issues, drive improvements, and communicate performance.
- Bachelor's degree in business management, technology, marketing, or related field.
Responsibilities
- Analyze data to identify root causes, and implement improvements.
- Partner with internal teams and third-party partners to provide VOC insights.
- Define and manage reporting needs across voice, chat, SMS, email, and other channels.
- Communicate performance expectations across multi-site and remote operations with scorecards.
- Drive day-to-day performance through KPI reviews, coaching, and follow-through.
- Lead Customer Support operations and deliver against KPIs like NPS, FCR, AHT.
Skills
Education
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. You will drive performance, use VOC data to identify root causes, and partner with third-party teams to deliver exceptional customer experiences across multiple sites and remote environments.
You will manage senior professionals, coach teams, and align cross-functional initiatives with business goals, while fostering an engaging
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