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 is seeking a Customer Support Senior Manager (Operations) to lead multi-site and remote contact center operations across voice, chat, SMS, and email channels. You will drive performance through KPI reviews, coaching, and data-driven improvement initiatives, while partnering with third-party vendors and internal teams.
The role emphasizes leadership, customer focus, and a culture of engagement, with accountability for delivering superior customer experiences and
Qualifications
- Minimum 8 years in Customer Support or related field.
- Experience leading multi-channel contact center operations.
- Ability to translate VOC data into actionable improvements.
Responsibilities
- Analyze data to identify root causes and implement improvements.
- Provide insights from VOC to cross-functional teams.
- Define and manage reporting across voice, chat, SMS, email, and other channels.
- Lead multi-site and remote operations with clear performance scorecards.
- Coach and develop staff and managers to drive engagement and performance.
Skills
Education
Tools
Job description
Bob's Discount Furniture is seeking a Customer Support Senior Manager (Operations) to lead multi-site and remote contact center operations across voice, chat, SMS, and email channels. You will drive performance through KPI reviews, coaching, and data-driven improvement initiatives, while partnering with third-party vendors and internal teams.
The role emphasizes leadership, customer focus, and a culture of engagement, with accountability for delivering superior customer experiences and
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