Assistant Manager Customer Support

Job Description

Who we are:

Saks Global is the largest multi-brand luxury retailer in the world, comprising Saks Fifth Avenue, Neiman Marcus, Bergdorf Goodman, Saks OFF 5TH, Last Call and Horchow. Its retail portfolio includes 70 full-line luxury locations, additional off-price locations and five distinct e-commerce experiences. With talented colleagues focused on delivering on our strategic vision, The Art of You, Saks Global is redefining luxury shopping by offering each customer a personalized experience that is unmistakably their own. By leveraging the most comprehensive luxury customer data platform in North America, cutting-edge technology, and strong partnerships with the worlds most esteemed brands, Saks Global is shaping the future of luxury retail.

Saks Global Properties & Investments includes Saks Fifth Avenue and Neiman Marcus flagship properties and represents nearly 13 million square feet of prime U.S. real estate holdings and investments in luxury markets.

Responsibilities

Leadership

• Is a subject matter expert in the contact center operations - customer support/back office
• Provide feedback, coaching, and development to their direct reports
• Stakeholder management - partner with leaders globally
• Challenge the status quo to improve the performance of the Saks Global Business Operations team
• Daily team meetings: previous day performance, setting expectations for the day from a case per hour perspective
• Weekly performance 1:1 check ins, productivity checks, cases checks and productivity updates.
• Annual Performance review of the team members
  
  

• Responsible for managing and ensuring that the SLAs are met across all LOBs
• Drive post sale services to expected capacity against actual performance to achieve SLA and metric goals
• Implement creative real-time approaches that will allow sufficient coverage across multiple channels and create efficiencies
• Communicate changes to incoming contact patterns to the broader business operations team
• Live dip checks and coachings for agents include all case and scenario types, check agents first responses, query type and understanding, fact find questioning, use of soft skills and empathy. Grammar and spelling check on emails to be sent to customers, issue resolves, ensuring correct procedures are taking place on the case type, accurate information being sent to customer
• Daily and weekly tracking queue, daily and weekly productivity checking, and case volume checks every constantly throughout the day
  
  

• Working experience into Business Operations required with medium-to-large size contact programs with multiple BPO Partners
• Manage post sale servicing queue
• Capacity planning & effective shift rosters for maximum coverage as per forecast
• Ensure consistency in testing reads, tracking success criteria
• Succession plan for team to ensure continued employee engagement
• Collaborate with Contact Center Quality Assurance Specialists to help audit business operations functions and adopt changes
• Demonstrates strong business acumen and a track record of success in partnering with business leaders, leveraging strong written and verbal communication skills
• Ability to manage competing priorities and balance multiple projects
• Self-starter with strong initiative, energy, and accountability with the ability to work autonomously and in a team environment
• Proficient in Microsoft Office Suite, Google Suite, with a willingness to learn new software as appropriate
• Salesforce UAD expertise is an advantage
  
  

• NA
  
  

• Opportunity to work in a dynamic fast paced environment at a company experiencing growth and transformation
• Exposure to rewarding career advancement opportunities across the largest multi-brand luxury retailer from retail to distribution, to digital or corporate
• Comprehensive benefits package for all eligible full-time employees (including medical, vision and dental)