VP, Contact Centers
Posted on Apr 5, 2021 by Guitar Center
The Guitar Center Company is seeking a dynamic leader for our Contact Centers. The VP, Contact Centers has overall accountability for the Contact Centers and is responsible for identifying, developing, recommending, and implementing corporate sales strategies and tactics across multiple brands, developing and driving sales plans for new products and markets and providing comprehensive integrated sales solutions. The Vice President will develop and maintain effective partnerships with cross-functional teams (marketing, merchandising, eCommerce, supply chain management, finance and human resources), building and nurturing a culture of selling, and for providing world class customer care programs that drive customer satisfaction and market leadership.
Responsibilities will include, but will not be limited to the following:
Develop and drive business strategies that meet or exceed financial goals and customer expectations
Lead strategic planning and implementation by creating business plans that align Contact Center operations with the companys mission, vision and strategy; focusing product and Customer feedback into clear sales-driven priorities; resulting in increased market share, brand recognition and achievement of the companys financial goals. Lead the direct sales force through outbound customer relationship management, penetrating new markets, up-selling/cross-selling existing client base, closing quality, long-term business and setting/managing priorities, resulting in continued growth of revenue and profitability.
Direct and manage all facets of the Contact Center operations, the activities of the Customer Care for enterprise, technical CC operational staff to coordinate customer contact strategies, satisfaction, and tactics.
Identify, design and implement process improvement interventions to maximize organizational effectiveness and efficiency to drive performance and deliver an exceptional customer experience, and establish, oversee and manage the divisional P&L.
Lead, coach, develop, and mentor Sales and Service staff, developing a selling culture to drive strategic business outcomes, drive engagement and maximize retention.
Develop a progressive and comprehensive suite of metrics/KPIs, and a dashboard for executive reporting.
Drive the adoption and maximization of Contact Center technology capability, including Salesforce (SalesCloud; ServiceCloud) and Amazon Connect.
Additional duties as assigned.
To join our band, youll need the following experience:
Bachelors Degree (or 4 years of equivalent work experience), preferably in Business/Marketing, or similar.
Valid state drivers license and automotive insurance.
14 years of relevant work experience (in addition to degree or years of previous experience) in sales and/or Contact Center environment with increasing responsibilities and a proven track record in achieving individual, team and organizational sales goals.
9 years of experience leading teams
Salesforce experience driving contact center capabilities (SalesCloud (outbound) and ServiceCloud (inbound)
Skilled understanding of Workforce Management processes and procedure
Skilled understanding of Human Resource best practices
Intermediate knowledge of automated call distribution systems (ACD) or telecommunications systems
Deep analytical experience and storytelling capability
Excellent leadership skills and genuine willingness to support, coach and develop front line staff, deliver feedback constructively and promote from within the organization
Ability to resolve conflict and settle issues in a positive and timely manner
Proven change leader focused on identifying trends for current and future operational needs and designing process and workflow improvements necessary to launch the recommendations
Proven ability to bring a methodical approach to managing changing priorities and initiatives