Home, Manager

Carter's, Inc. Atlanta , GA 30301

Posted 5 months ago

Job Description:

Carter's, Inc. is the largest branded marketer in North America of apparel exclusively for babies and young children. The Company owns the Carter's and OshKosh B'gosh brands, two of the most recognized brands in the marketplace. These brands are sold in leading department stores, national chains, and specialty retailers domestically and internationally. They are also sold through more than 1,000 Company-operated stores in the United States, Canada, and Mexico and online at www.carters.com, www.oshkoshbgosh.com, and www.cartersoshkosh.ca. The Company's Just One You and Genuine Kids brands are available at Target, its Child of Mine brand is available at Walmart, and its Simple Joys brand is available on Amazon. The Company also owns Skip Hop, a global lifestyle brand for families with young children. Carter's is headquartered in Atlanta, Georgia. Additional information may be found at www.carters.com.

The Carters Help Desk "HOME" provides 24/7/365 network assistance and technical support to resolve user incidents, service requests, communications, computer, voice, network faults and outages, and incident resolution support. HOME assigns priorities based on the criticality of the incident, problem, or service level of the customer. The HOME Manager is responsible for interacting with customers to handle service inquiries and problems.

Operations, Support & Service Delivery: (60%)

  • Plan, coordinate and manage the day to day operations of the HOME service desk.

  • Identify and implement ways to improve upon HOME service delivery to exceed expectations

  • Leverage the most optimal use of resources on Support function to address the highest amount of tickets with the lowest amount of resource cost

  • Analyze call and ticket data to assist customer service performance and provide weekly statistical reports on HOME performance

  • Meet on a consistent basis with peer IT leadership in all IT areas to evaluate HOME performance as well as determine different workload opportunities for achieving overall IT department efficiencies and productivity

  • Responsible for ensuring that all end-user incidents are logged and resolved efficiently and timely on a 24x7x365 basis in accordance with established policy/procedure and agreed upon Service Level Agreements

  • Maintains reporting capability for HOME KPIs, SLAs, trends and improvement analysis

  • Continuously assess documentation and identify gaps in the current process and build remediation plans to ensure excellent customer service

  • Handle complex and/or escalated HOME issues

  • Define roles and responsibilities for HOME

  • Vendor and budget management

  • The team focused with excellent communication and organization skills

  • Ensure timely and effective training of agents is available and provided, both formal and on-the-job, to enhance the skill base of the team

  • Collaborate with other business and technical leaders in implementing processes that enable business objectives

Project & Initiative Delivery: (30%)

  • Contribute to and support enterprise projects

  • Enable all users of Carters technologies to be able to perform their duties with minimal technology limitations

  • Drive efforts to improve the overall user experience for the enterprise

Administration & Compliance: (10%)

  • Comply with all stated core metrics and IT mandated obligations

  • Ensure team complies and understands regulatory responsibilities

Experience and Skills

  • Bachelors degree or equivalent work experience

  • 8+ years of related IT experience

  • 7+ years of experience with data, operations, execution, development, and technical architectures

  • 7+ years managing mid to large size teams (25-50 employees)

  • Experience and knowledge of enterprise production, user, and network support operations

  • Understanding of technology options and solutions within the support capability space

  • Very strong written and verbal communications skills. Must be able to present plans/presentations to individuals or groups

  • Demonstrated ability to improve user support, service management processes and techniques

  • Provide overall guidance and leadership for all HOME team members

  • Work in accordance to budgets and forecasts keeping overall Carters business goals in mind

  • Call center/help desk experience

  • Retail industry experience/knowledge a plus

  • 4-5 Direct Reports

Carters is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, veteran status, or any other status protected by federal, state, or local law.

Visit https://carters.submit4jobs.com/ today

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Home, Manager

Carter's, Inc.