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Customer Care Center Manager

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Location: Columbus, OH, United States -
Job ID: 1082805
Distribution/Supply Chain-Sal
Job Type: Full-Time
Date Updated: Apr 17, 2019

Provides leadership support for the programs and activities of the Customer Care Center (CCC) to create a CustomerFIRST environment where associates are engaged to WOW customers by providing G.R.E.A.T. service and add on sales opportunities.

  1. Manages and provides counsel for area of responsibility to drive sales and create a CustomerFIRST environment. Sets expectations to ensure supervisors provide coaching and create an engagement environment to drive G.R.E.A.T. customer service.

  2. Supports implementation and execution of operating systems including policies, procedures and operating structure. Ensures that the center premises and equipment are well maintained and secure.

  3. Helps implement product/service standards, analyzes operations and takes corrective action to achieve optimum levels of customer service and sales consistent with business objectives.

  4. Provides leadership support for the implementation of process changes designed to improve operational efficiencies and develop associates’ skills and abilities to create a CustomerFIRST environment.

  5. Maintains working relationship with internal JCP leaders to accomplish CCC goals and ensure HR policies, security standards, technology requirements and maintenance needs are handled for the facility.

  1. Coordinates with Managers of external units and facilities to assess operational and HR programs and policies and make recommendations to remain competitive.

  2. Coordinates with Customer Support Services, Network Operations and/or other JCP internal organizations to ensure CCC operational needs are met.

  3. Coordinates with JCPenney clients to ensure CustomerFIRST service levels are met or exceeded.

  4. Communicates with Network Operations on staffing and call volume matters to ensure customer service objectives are met.

College degree or experience managing a business function with equivalent scope of operations.

Seven to ten years’ related business experience in implementing processes and programs that create a high performing business. Call center experience strongly preferred.

Leading People, Communication, Drive for Results, Decision Making, Innovation, Customer Focus, Developing Talent

#LI-TS2

Job Title: Customer Care Center Manager
Location: Columbus, OH, United States -
Job ID: 1082805

J.C. Penney Company Inc.
Plano, Texas

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