Manager Customer Experience (Government) WFH
Phoenix , Arizona
November 03, 2016
Company Overview

Grainger helps customers save time and money by providing them the right products to keep their facilities up and running. Grainger's customers are 2.0 million businesses and institutions in 157 countries. While each customer has a unique facility to operate and a different problem to solve, our customers all share the same requirement: when they need one of Grainger's products, they often need it right away. With more than 23,000 team members, the Grainger team works closely with customers to better understand their challenges and provide cost-saving solutions.

Grainger's team members serve customers more than 115,000 times every day through multiple channels. With 2014 sales at $10 billion, Grainger is a Fortune 500 company and a perennial member of Fortune magazine's Most Admired Companies list.

Position Description

The Contact Center Manager partners with leadership to build an open environment of proactive communication within the
Contact Center that allows for flawless execution of strategic objectives to position Grainger as the customer's first choice.
Maintains a strong cross functional network to ensure a personal and seamless customer experience through multiple channels utilizing onsite as well as virtual team members. Accountable for delivering customer service goals, P&L performance and to build a culture
of Continuous Improvement.

-Collaborate with aligned business partners
-QBR attendance and customer visits
-Strategic Agility (systemic thinking)
-Managing and measuring work

# Job manages a team, has authority to hire and performance manage the team.
# Job leads/supervises/manages 10-20 employees
# Execute the strategic vision that connects customer requirements to operations and delivers on goals and expectations to achieve desired results.
# Builds a high performance team that flawlessly executes on the Company's Strategic vision and delivers on the operational objectives
# Takes initiatives to develop new techniques and assist with individual and team development
# Leads projects to provide consistent customer service in alignment with company strategy.
# Partners with internal and external customers in order to identify needs and share information that helps Grainger to provide crazy good service.
# Identifies, analyzes, organizes, and leads operational development opportunities that are scalable within the contact center organization and that enhance the GIS strategy.
# Partner with Operations Manager to ensure exceptional service and operational excellence of the regional contact center and remote workforce to make Grainger our Customers' First Choice.
# Partners with cross-functional teams in disaster recovery, contingency planning and workload balancing.
# Fosters a continuous improvement culture by using CI tools and methodologies to make problems visible and generate process improvements required to build standardization and operational excellence within the Contact Centers.
# Develops and communicates consistent and continuous information about the organizational vision, mission, strategies, values, direction as well as our market strategy and change initiatives.
# Make informed business decisions by analyzing data to maximize service to our customers and partner with workforce management to make scheduling recommendations to meet defined service levels.

Position Requirements:

# BA/BS or equivalent preferred.
# 1-3 years of experience in related field preferred.
# Bachelor's degree in Business Management, operations, or related subject.
# 1-3 years, experience leading or managing a medium to large virtual team of employees in a contact center and/or call center environment
# Excellent interpersonal and communication skills
# Uses leadership skills to coach and facilitate service improvement, team behavior and to effectively communicate our vision and direction.
# Has a solid understanding of the industry, market trends and customer base.
# Understands all operations of a Contact Center, and an awareness of the other areas and how they link to and impact each other.
# Skilled in the application and use of computer and communications technology.
# Ability to effectively utilize and interpret multiple data points to evaluate risk and make appropriate broad business decisions.
# Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers

EEOC Statement

Grainger is an Equal Opportunity Workplace and an Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

A little about us:
Grainger helps customers save time and money by providing them the right products to keep their facilities up and running.

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