The Manager Customer/Associate Relations will lead a team of escalation specialists that are the highest escalation point for customer and/or associate issues. This may include, but is not limited to, escalation support for all customer and associate complaints, questions and concerns, including payroll, personnel and benefit questions, New Hire Resource assistance and other lines of business support to be determined. This role will work directly with subject matter experts within the business, technical resources, outside vendors and all levels of management, enabling the team in providing support to frontline Level 1 and Level 2 resources. The Manager Customer/Associate Relations will be responsible for ensuring all escalated issues are resolved according to SLAs and KPIs. The manager will assist in the development of the support structure for associate relations, as well as ensure all escalation specialists are working hand in hand with third party vendors to ensure all issues are resolved. **Principal Duties and Responsibilities** • Create, develop, and implement strategies to build and improve operational efficiency within the Associate/Customer Relations teams and Enterprise Contact Center • Manage complex problems and make effective decisions based on the business needs and data to identify potential solutions for the team • Provide coaching and mentoring to associates, helping them improve their performance and achieve their goals • Collaborate with cross-functional teams to ensure the Customer/Associate Support team is aligned with broader business objectives • Identify, perform and document root cause analyses of outliers or highly escalated issues • Partner with the Quality and Training analysts to assess team’s performance align appropriately with the Service Level Agreements (SLA’s) Responsible for assisting in vendor management for day-to-day Operations (3-5 different vendors) including establishing and maintaining key relationships. • Escalation points of contact for business partners. • Develop and implement operational support policy, procedures, and technology programs. • Participate in the governance process and contribute to the strategic direction of the ECC. • Be a strategic partner to leadership outside of the contact center to make sure that associate quality and satisfaction is being met. • Lead the team to become a key contributor for development and maintenance surrounding training and knowledge articles for all associate related issues. • Build and maintain working relationships with the other ECC Managers; ensuring communication is effectively delivered and concerns are being addressed appropriately. • Collaborates across teams to develop testing documentation, answer keys and standards for agent assessments and certifications • Other duties and responsibilities as needs arise **Minimum Requirements/Qualifications** **Education:** • Bachelor’s degree or 4+ equivalent years of related work experience preferred. **Experience** : • Minimum 3+ years of enterprise contact center experience • Minimum 3+ years in a supervisory position • Ability to deal with potential confidential and sensitive information in a discreet and professional manner working within a team to test the design, deployment and support of future processes • Experience in developing and implementing customer service strategies • Experience with defining and managing Customer Service Technology (e.g. Case Management System, Knowledge Base System). • Critical incident management and process experience • Management and executive level communication experience (e.g. VP, Director) • Strong team development skills; excellent at clarifying common goals among diverse staff members, gaining consensus on an overall approach, and building a collaborative environment. • Experience in performance management, including talent evaluations, career development planning and providing constructive feedback. • Experience with ServiceNow • Excellent team player and team builder • Strong track record of delivering initiatives in a timely manner. **Position Requirements** • 10% travel may be required **Desired Qualifications** • Retail industry and business process knowledge • 3+ years’ experience in the Business Process Outsourcing industry • Knowledge and/or development of RFPs, SOWs for a contact center environment • Experience setting, analyzing and managing SLA and KPI based performance • Experience with ServiceNow • Experience with high level communication (e.g. VP, Director) Full time 510 Volvo Parkway,Chesapeake,Virginia 23320 IT Services Family Dollar