Topgolf

  • Operations Manager, Guest Care Contact Center

    Job Locations US-TX-Dallas
    ID
    2018-9033
    Position Type
    Salary
    # of Openings
    1
    Address
    8750 North Central Expressway
    Category
    Operations
  • Overview

    The Operations Manager – Guest Care Contact Center will report directly to the Director of Guest Care Operations and will manage the day to day activities and leadership of the Guest Care Team (GCT).  This team supports 50 venues across North America and that number is growing with each passing month.  Additionally, the GCT supports the player service function of a thriving, growing media and mobile gaming brand.  We are looking for a talented, hungry and adaptable leader to not only help improve operational contact center structure & efficiencies for the current landscape but, also help build and develop the operating model and systems that will best set Topgolf’s Guest Care Team up for success.

    Key Responsibilities

    • Manage front line supervisors (Team Leads) that are responsible for managing the day-to-day operations of a team of representatives handling customer inquiries and issues
    • Ensure both our business and our guests’ service, quality, and contribution goals are met
    • Provide leadership and management to associates; provide training and development of supervisory team
    • Coach and mentor Team Leads and the associates – Motivating team with energy, fun and an edgy spirit
    • Regularly conduct supervisor team meetings
    • Supervise multiple teams, supporting different products & services
    • Ensure key operational and customer performance targets are met
    • Drive Continuous Improvement Initiatives
    • Set goals for the team and communicate goals on a regular basis
    • Preparation of reports, dashboards, analytics and ability to create actionable intelligence
    • Continuously refine and improve data sources, reporting processes, and analytical models to better understand customer insights and business performance drivers
    • Run short term, daily and intra-day workflow, contact delivery and staffing to achieve maximum efficiency and service for the contact centers and their departments
    • Use strong knowledge of industry business systems to facilitate and trouble-shoot any intra-day system or business-impacting issues
    • Craft and implement short-term planning strategies for employee scheduling and off-phone activities

    Key Qualifications

    • 5+ years of experience in a Contact Center Operations Management role, with at least 3 years of experience managing team leads in customer care environment
    • Experience leading a team of 50+ customer service associates
    • Ability to work & communicate with people across organizations/departments
    • Strong interpersonal & Management skills; should have people or IVR management experience
    • Must understand fundamental Contact Center KPIs, across multiple channels (Phone/IVR, Email, Chat/Messaging, etc.)
    • Ability to travel up to 25% of work schedule
    • Bachelor’s degree preferred
    • MS-Office skillset preferred
    • Project management experience
    • Lean/Six Sigma certification is a plus
    • Understanding of Online/Mobile Gaming concepts preferred

     

     Topgolf is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, veteran status, genetics or any other category protected under applicable law.

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