Assistant Manager, Customer Support

Who we are:

Saks Global is the largest multi-brand luxury retailer in the world, comprising Saks Fifth Avenue, Neiman Marcus, Bergdorf Goodman, Saks OFF 5TH, Last Call and Horchow. Its retail portfolio includes 70 full-line luxury locations, additional off-price locations and five distinct e-commerce experiences. With talented colleagues focused on delivering on our strategic vision, The Art of You, Saks Global is redefining luxury shopping by offering each customer a personalized experience that is unmistakably their own. By leveraging the most comprehensive luxury customer data platform in North America, cutting-edge technology, and strong partnerships with the world's most esteemed brands, Saks Global is shaping the future of luxury retail.

Saks Global Properties & Investments includes Saks Fifth Avenue and Neiman Marcus flagship properties and represents nearly 13 million square feet of prime U.S. real estate holdings and investments in luxury markets.

Responsibilities:

Leadership

Is a subject matter expert in the contact center operations - customer support/back office

Provide feedback, coaching, and development to their direct reports

Stakeholder management - partner with leaders globally

Challenge the status quo to improve the performance of the Saks Global Business Operations team

Daily team meetings: previous day performance, setting expectations for the day from a case per hour perspective

Weekly performance 1:1 check ins, productivity checks, cases checks and productivity updates.

Annual Performance review of the team members

Business Operations

Responsible for managing and ensuring that the SLAs are met across all LOBs

Drive post sale services to expected capacity against actual performance to achieve SLA and metric goals

Implement creative real-time approaches that will allow sufficient coverage across multiple channels and create efficiencies

Communicate changes to incoming contact patterns to the broader business operations team

Live dip checks and coaching's for agents include all case and scenario types, check agents first responses, query type and understanding, fact find questioning, use of soft skills and empathy. Grammar and spelling check on emails to be sent to customers, issue resolves, ensuring correct procedures are taking place on the case type, accurate information being sent to customer

Daily and weekly tracking queue, daily and weekly productivity checking, and case volume checks every constantly throughout the day

Role Description:

Working experience into Business Operations required with medium-to-large size contact programs with multiple BPO Partners

Manage post sale servicing queue

Capacity planning & effective shift rosters for maximum coverage as per forecast

Ensure consistency in testing reads, tracking success criteria

Succession plan for team to ensure continued employee engagement

Collaborate with Contact Center Quality Assurance Specialists to help audit business operations functions and adopt changes

Demonstrates strong business acumen and a track record of success in partnering with business leaders, leveraging strong written and verbal communication skills

Ability to manage competing priorities and balance multiple projects

Self-starter with strong initiative, energy, and accountability with the ability to work autonomously and in a team environment

Proficient in Microsoft Office Suite, Google Suite, with a willingness to learn new software as appropriate

Salesforce UAD expertise is an advantage

How Often You May Travel:

NA

Your Life and Career at Saks Global:

Opportunity to work in a dynamic fast paced environment at a company experiencing growth and transformation

Exposure to rewarding career advancement opportunities across the largest multi-brand luxury retailer from retail to distribution, to digital or corporate

Comprehensive benefits package for all eligible full-time employees (including medical, vision and dental)

is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.