Associate Director, Customer Service 2nd shift

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about 4 years old

This job is no longer active

Our Opportunity:

Chewy is looking for a Associate Director, Customer Service 2nd shift to join our Customer Service team at our Hollywood, FL location. The ideal candidate is an experienced leader with a track record of building engaging, focused teams and developing high performing-managers. The right candidate will have a powerful sense of urgency and the ability to improve operational efficiency through thoughtful process improvement. A customer-first mindset is critical for this role.

What You’ll Do:

  • Develop, manage and coach managers to build successful teams that deliver an exceptional customer experience
  • Analyze team performance to drive improvement in KPIs and close performance gaps
  • Make decisions about business policies, managing risks and resolving employee issues
  • Ensure that regular performance reviews and feedback is providing regularly to all levels of employees
  • Identify training gaps and partner with support teams to provide ongoing development

What You’ll Need:

  • 5+ years of multi-channel contact center management experience (Customer Service strongly preferred), with proven leadership track record and verifiable history of managing managers of successful, high-volume teams
  • 3+ years of experience in contact center(s) with 300+ employees
  • Must be comfortable adapting to rapidly shifting goals, and willing to ‘roll up your sleeves’ to solve a variety of challenges
  • Proven coaching skills that can impact both front-line agents and floor leadership
  • BS/BA degree or equivalent experience (i.e. 5+ years industry experience in lieu of degree)
  • Strong computer and internet proficiency in a technology-driven environment
  • Proficiency in MS Office suite (Excel is a must)
  • Outstanding oral and written communication skills, and comfortability and ease in presenting information to a group
  • Flexibility with schedule
  • Some travel may be required, as we are a multi-site contact center

If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at our company, please contact [email protected].

 

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