SUMMARY

Provides effective leadership and professional operations management.

Creates and maintains a healthy and productive environment for all Contact Center employees, guaranteeing fair, consistent, equitable treatment in a safe environment, operating efficiently and balancing costs and quality performance.

Continually upgrades personal knowledge of Contact Center technology and makes improvement recommendations.

RESPONSIBILITIES

• Develops, manages and motivates a strong, effective management team with focus on continual improvement and employee involvement.

• Maintains and improves Contact Center operations by monitoring performance. .

• Prepares, manages and reviews department's budget and P&L reports.

• Writes performance reviews, provides mentoring, coaching and motivation to staff.

• Designs and implements planning activities that ensure a successful operation including business forecasting, internal & external client communications, and adherence to policies and procedures.

• Maintains up-to-date knowledge of industry developments and management knowledge to share with staff.

REQUIREMENTS

• Level of Formal Education: A Bachelor's degree (BA, BS) or equivalent.

• Area of Study: Business Administration, Computer Science.

• Years of Experience: More than seven years.

• Type of Experience: Customer Service, Contact Center Management / Technology, Management.

• Special Certifications or Technical Skills: Budgeting, P&L, Contact Center Technology, Bilingual, Problem Solving, People Skills, People Management, Customer Service, Process Improvement. Oral and written communication skills.

• Other/Preferred: Master's degree or equivalent experience, Project Management, Contact Center Certification.

AutoZone, and its subsidiary, ALLDATA are equal opportunity employers. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other legally protected categories.