Home, Supervisor

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.

Project & Initiative Delivery: (5%)

  • Maintain working knowledge of IT project initiatives to ensure HOME readiness for supporting project rollout timelines

Operations, Support & Service Delivery: (80%)

  • Analyze and resolve incidents and requests regarding use of application software or hardware

  • Log and track incidents and requests from identification through resolution

  • Follow up with required support staff involved in resolution to ensure incidents are resolved, requests are filled, and the end user communication is complete

  • Document resolutions and updates self-help and staff knowledge bases

  • Responsible for ensuring that all incidents are logged and reported properly in accordance with established policy and procedure

  • Ensure engagement at the appropriate level of HOME resources or appropriate IT resources to resolve incidents as required by established SLAs (Service Level Agreements)

  • Participate in the implementation of identified opportunities for enhancements to drive a Level 2 Enterprise IT Support Center capabilities

  • Responsible for ensuring efficient operation of HOME

  • Ensure IT Support Center staff members are trained properly through ongoing identification of developmental and productivity educational opportunities. Training should be coordinated through Carters University and/or appropriate certified IT Support Center training provided by organizations such as but not limited to HDI (Help Desk Institute).

  • Ensure a positive, consistent end-to-end user experience and provide a single point-of-contact for the customer

  • Conduct analysis of HOME incidents, to provide reporting on performance of HOME personnel in regards to all pertinent information, including but not limited to: FCR(First Call Resolution), abandoned calls, talk time, wait time and SLA achievement

  • Ensure that incidents are documented properly and that self-help guides and staff knowledge base is current

  • Responsible for serving as an escalation point when additional support is needed for problem resolution or if further escalation is needed with IT Management

  • Ensure appropriate action is taken on operational alerts/tasks that are received via email or visual media and are addressed in a timely and thorough manner in accordance with standard operating procedures

  • Responsible for constantly evaluating Operational run book for improvements and efficiencies of established processes/procedures

  • Contact after hours and on-call support as prescribed by policy and procedure

  • Maintain IT Support Center staffing schedules to ensure HOME coverage for a 24x7x365 operation

  • Educate HOME staff on application-specific knowledge through functional expertise and understanding through the creation and maintenance of documentation in a common knowledge base

Administrative, Legal, SOX Compliance: 15%

  • Adheres to and supports Carters Information Technology standards, policies, and procedures.

  • Provisions maintain and remove security privileges for end users in accordance with Sarbanes-Oxley and Carters policy and procedure

  • Manages assigned HOME staff, which includes writing performance evaluations, assists in hiring and career planning

Experience and Skills

  • College degree preferred

  • Minimum of 3 years of experience on a Corporate IT Support Center Desk required

  • Customer Service training preferred

  • Able to receive, work, and respond to ticket inquiries via phone, chat and email channels as determined by Carters

  • Good working knowledge of and experience with supporting various applications and technology

  • Demonstrate the ability to improve customer support processes and techniques

  • Broad knowledge of general IT problem-solving techniques

  • Strong analytical skills that include extensive working knowledge of application, database, and infrastructure technology layers required

  • Competency in MS Office Suite

  • Customer service orientation and/or prior customer service training

  • Certifications are preferred

  • Must be willing to work a flexible work schedule and additional work hours to complete necessary work or for remediation of an information technology issue

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, Supervisor

Carter's, Inc.