Sr Manager Customer Care Operations (CCO)
J.C. Penney Company, Inc.
JCPenney, one of the nations largest apparel and home retailers, combines an expansive footprint of nearly 870 stores across the United States and Puerto Rico with a powerful e-commerce site, jcp.com, to deliver style and value for all hard-working American families. At every touchpoint, customers will discover stylish merchandise at incredible value from an extensive portfolio of private, exclusive and national brands.
Reinforcing this shopping experience is the customer service and warrior spirit of approximately 98,000 associates across the globe, all driving toward the Company's mission to help customers find what they love for less time, money and effort. We're looking for motivated, talented individuals who can emerge as Warriors in our organization.
The CCO Sr Manager oversees Customer Care contact volume and budget forecasting, associate scheduling, new hire planning, real time management, access control, help desk, payroll, call routing, and financial support activity in a multi-channel, domestic, near shore, and off shore operation. The CCO Sr Manager ensures that contact volume and staffing requirements are properly defined and service levels are achieved.
Ensures accurate projections of future needs exist by forecasting volume for inbound phone calls, live chat, sms, email, cases, and social media
Leads scheduling strategy efforts and ensures proper number of associates is planned for to support each contact channel; determines allocation across multi-site domestic, work at home, near shore, and off shore operation; plans hiring schedule
Drives real time management to produce effective real-time adherence results, meet service levels across channels, and address business impacting concerns in a fast-paced environment through call routing updates, volume diversion, and associate skilling
Generate financial forecast for hourly payroll and partner with finance for inclusion in total network budget at the yearly, monthly, and weekly levels
Coordinates access and permissions set up and removal for 1000 2500 associates and orchestrates continual process improvement based on issues surfaced through help desk process
Sustain consistent pay processes and coding of time to ensure associate payroll is accurate and timely
Coordinate with Customer Care Center Directors to proactively address behavioral, process driven, or systematic concerns to ultimately meet service levels and other network objectives
Aligns organization on impact of new customer activities, cost initiatives, or systematic changes; brings to light unintended consequences and impact on channels of communication, agent groups, or customer; works closely with home office and field partners
Provides leadership in design concept, development, testing, and implementation of new technology and systems in collaboration with JCPenney IT, vendors, and consultants; participates in evaluation of new external clients and pricing
Core Competencies & Accomplishments:
Strategic Vision Sets a purpose and outlines a future path for the organization: provides clear expectations and shares rationale behind decisions that are made; identifies strategies and objectives
Develops Talent Builds a diverse and high performing team; differentiates performance based on individual associate successes and developmental opportunities; coaches and provides insights, feedback and stretch assignments to grow and improve talent; empowers team by delegating decision-making where possible to build skill and increase engagement; recognizes and rewards associates for outstanding effort; shows they care about their associates by discussing future opportunities and development plans
Practices Candor Tells it like it is; is frank and sincere in communications; is an approachable and unguarded leader; shares honest and constructive feedback with team; freely admits own mistakes
Thinks Critically Develops sound conclusions based on analysis of data and deep understanding of the business/ customer; understands complex issues and makes sound decisions based on wisdom and experience; anticipates implications of decisions; finds solutions with minimal guidance
Builds Relationships Develops positive and inclusive relationships; establishes strong networks across the company; is understanding and approachable and considerate; shows respect for different styles, backgrounds, and perspectives; gives credit to others; is a team player; communicates effectively and tailors message to audience
Advanced Excel, knowledge of Cisco suite and WFM applications
College degree required
Engineering or business administration major preferred
Minimum of 10 years of progressively responsible telecommunication experience in operations or equivalent
We offer a competitive benefits package including medical/dental/vision, term life insurance, paid vacation/holidays, 401(k) Savings Plan with company match, and an associate discount on JCPenney merchandise. On-site campus amenities include health clinic, pharmacy, daycare and preschool, full cafeteria service, a 24-hour fitness center and free garage parking.
If you are interested in learning more, please contact Todd Stallmer at or
For more opportunities to join our team please visit our careers page.
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