Operations Manager, Customer Experience (Call Center)

Brooks Brothers products are world renowned for innovation, quality, timeless style and exceptional value. As America's oldest clothing retailer, Brooks Brothers has a long history of creating long-term relationships with both our Customers and our Associates. With over 200 stores throughout the United States and Canada and more than 650 locations abroad, we continue to grow the brand with a respect for our heritage and a vision for the future.The diversity of our operations has recently created an opportunity for a new Operations Manager in our Enfield CT offices. Key Accountabilities: Assumes primary scheduling and staffing responsibilities for the Contact Center and creates an updated plan to meet SLAs in all channels Builds relationships with the operational leaders to drive representative behaviors, especially around call handling, efficiency, and proper use of technology Successfully deploys reporting for Specialist activity and Contact Center KPIs Assumes primary responsibility for administering Zendesk instance and related technologies Schedules trainings and meetings to ensure appropriate coverage Exercises flexibility to support the Contact Center operation as needed Skills & Requirements 5+ years’ experience in customer service, call center, or a related environment Minimum 2 years’ experience in a management role Prior operations management experience preferred Demonstrated ability to coach, support, and mentor team members Demonstrated ability to effectively organize and prioritize projects in a fast-paced environment Experience administering Zendesk or a similar solution required Ability to read, analyze and interpret complex data and take appropriate action Advanced skills in one or more of the following areas preferred: business intelligence, coding, project management Familiarity with local labor laws & regulations Experience with and understanding of contact center metrics and technologies Strong written and verbal communication skills with the ability to drive and effectively communicate change Willingness to work a flexible schedule Brooks Brothers offers competitive compensation, excellent benefits and a positive work environment designed around the philosophy of mutual respect and the challenge of contributing to the continued success of our organization. We invite you to submit your resume for immediate consideration.Best Regards,The Talent Acquisition Team of Brooks BrothersWe are an equal opportunity employer.We are committed to a healthy and safe workplace for all.