The Manager Enterprise Contact Center will be responsible for leading a team of specialized enterprise roles that manage and deliver call quality, knowledge, training, and analytics for the Enterprise Contact Center. This role is responsible for leading the ECC team in the management and continuous improvement of support processes for the contact center. This role is responsible for monitoring the overall health of the Enterprise Contact Center, ensuring SLAs and KPIs are met by the contact center team, vendors, and managed partners. **Principal Duties and Responsibilities:** • Be a strategic partner to leadership outside of the contact center to make sure that store, associate, and customer satisfaction is being met. • Participate in the governance process and contribute to the strategic direction of the ECC • Strong team development skills; excellent at clarifying common goals among diverse staff members, gaining consensus on an overall approach, and building a collaborative environment. • Build and maintain working relationship with the other Managers within ECC; to ensure communication is effectively delivered and concerns are being addressed appropriately. • Partner strategically with all ECC managers to address any concerns or trends • Lead Quality Analysts to ensure that call quality standards are aligned with Dollar Tree’s core values and ensure that quality standards are continually evolving to meet business/customer needs. • Successfully utilize Problem Management framework to ensure ECC, contact center vendors and internal IT are identifying, managing and resolving issues and incidents. • Lead Training and Knowledge Analysts in working cross-functionally with other ECC teams and areas of the business, ensuring that proper communication channels are in place for evolving processes, knowledge and training. • Lead Reporting Analysts to ensure data integrity with contact center vendors, as well as work with the team to identify analytical needs of the ECC, as well as any opportunities with the contact center vendor. • Lead Incident Analysts by ensuring the Incident Management process is effective in driving critical issues to fast resolution. • Build and maintain relationship with contact center vendors, serving as the ECC critical point of contact for any major outages, incidents or needs. • Monitor all SLAs, KPIs and quality scores to ensure successful day to day operations of the ECC. This includes the health of all ECC teams (Customer, Associate and Store Support) • Responsible for assisting in vendor management for day-to-day Operations (3-5 different vendors) including establishing and maintaining key relationships. • Escalate trending issues with third party vendors as needed (i.e. Major store network outage may need problem or incident management involved). • Manage all hiring, scheduling, performance reviews, coaching and staff development for assigned team. • Excellent team player and team builder • Strong track record of delivering initiatives in a timely manner. • Other duties as assigned. **Minimum Requirements/Qualifications** **Education:** • Bachelor’s degree or 5+ years of equivalent experience **Experience/Qualifications:** • Minimum 5+ years professional enterprise contact center experience • Minimum 3+ years in BPO industry, experience on retail accounts preferred • Minimum 3+ years people management experience • Experience managing the work of external support vendors and managed services partners • Experience in developing and implementing customer service strategies • Experience with defining and managing Customer Service Technology (e.g. Case Management System, Knowledge Base System). • Strong track record of delivering initiatives in a timely manner **Desired Qualifications:** • Problem and Incident Management experience • Experience with ServiceNow • Experience supporting Retail Point of Sale systems Full time 510 Volvo Parkway,Chesapeake,Virginia 23320 IT Services Family Dollar