Sr. Manager, Veyer Call Center

Overview

The Senior Manager of Veyer Call Center will manage all customer inbound inquiries related to order status.  This consists of approximately 350 Outsource agents across multiple locations (30% of current call center volume).  This also includes the Executive Customer Relations team (highly trained agents to handle critical complaints sent to executives).  This position will also partner with Veyer leadership, as well as other business units, to implement system improvements that will positively impact the customer experience for ALL 4 Business Units (P44).  The Veyer Call Center Sr. Manager will also oversee a small team to revise processes (and establish new SOPs where appropriate) to improve quality and service levels for Veyer Call Center and Comm Team.  This will enable Veyer Call Center to improve the

Primary Responsibility:

1. Manage all customer inbound inquiries related to order status.  This consists of approximately 350 Outsource agents across multiple locations (Corporate, Guatemala, Manila, India). 
2. Management of the Executive Customer Relations team - highly trained agents to handle critical complaints sent to executives.  Root cause of issues and work with appropriate teams to mitigate.
3. Partner with Veyer leadership, as well as other business units, to implement system improvements that will positively impact the customer’s delivery experience for ALL 4 Business Units.  Examples include but are not limited to P44.
4. Oversee a small team to revise processes (and establish new SOPs where appropriate) to improve quality and service levels for Veyer Call Center and Comm Team.  Includes but not limited to Net Promotor Score (NPS), First Contact Resolution, Delivery Onlys. NPS is Office Depot’s primary measure of customer satisfaction, endorsed by CEO and the Executive Leadership Team.  The success of Veyer Customer Service and this role will be measured by improvements in our Veyer customer NPS scores.  This will be one of our primary Key Performance Indicators (KPI’s).
5. Maintain and improve the Customer Experience across all channels (voice, chat, email, text, fax) by identifying the root cause of poor performance and making recommendations to Leadership Team on how to improve results via process improvement projects, new/updated training, and/or agent level coaching and feedback.

Level of Formal Education:         

·       Bachelors degree or equivalent experience

Area of Study:  

·       Call Center Management, Order Management

Years of Experience:      

·       Minimum 5 years experience in related field

Type of Experience:       

·       Customer Experience, Business Process Improvement, Order Management

Language Skills:

·       English

Technical Competencies:

·       Microsoft Word, PowerPoint, Excel, SharePoint, OneDrive, Outlook

Skills and Ability:

·       Strong interpersonal, organizational, and teamwork skills

·       Exceptional communication skills, written, verbal, and effective listening

·       Ability to manage programs and services in a dynamic environment where fast cycle times, flexibility, co-designing, shared-responsibility and perseverance are required for success

·       Ability to influence business leaders through expertise and effectiveness of relationships with them

·       Ability to evaluate the effectiveness of organizational development interventions

·       Ability to collaborate with strategic business partners.

·       Ability to think strategically and analytically. 

·       Ability to effectively challenge the operational and training “status quo.”

·       Knowledge of order management process/systems flow

·       Strong knowledge of Office Depot policies and procedures

Personal Attributes:

·       Positive and Engaging

·       Action Oriented

·       Integrity, Accountability & Trust

·       Demonstrate passion for the brand, products, services and solutions offered to our customers

·       Must possess a desire to continually develop skills and product knowledge

Other/Preferred:

·       Drive for Results

·       Decision Quality

·       Patience

About The ODP Corporation

The ODP Corporation (NASDAQ:ODP) is a leading provider of products and services through an integrated business-to-business (B2B) distribution platform and omnichannel presence, which includes world-class supply chain and distribution operations, dedicated sales professionals, a B2B digital procurement solution, online presence, and a network of Office Depot and OfficeMax retail stores. Through its operating companies Office Depot, LLC; ODP Business Solutions, LLC; Veyer, LLC; and Varis, LLC, The ODP Corporation empowers every business, professional, and consumer to achieve more every day.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification and are not intended to be a complete list of all responsibilities, duties and skills required of associates so classified. Other duties may be assigned.

Pay, Benefits & Work Schedule

The company offers competitive salaries, a benefits package, which includes a 401(k) and more, along with plenty of opportunity to move and grow within our organization! For immediate consideration for this exciting position, please click the Apply Now button.

How to Apply

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Equal Employment Opportunity

The company is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, sexual orientation or any other characteristic protected by law.

We will consider for employment qualified applicants with arrest and conviction records City & County of San Francisco Fair Chance Ordinance.