Manager, Sales Support & Customer Call Center - New York & Company (New York, NY)

NEW YORK & COMPANY is a passionate mix of fashion and vision. The high-speed pace is thrilling; the challenges come quickly; the opportunities are limitless. We hire world-class talent and embrace creative ideas and diverse abilities. We welcome the varied thinking that myriad backgrounds bring. We are currently seeking a Manager, Sales Support & Customer Experience. This individual will provide leadership and direction to the customer call center, ensuring our center is best in class in servicing our customers’ needs. Direct all customer inquiries to ensure the quickest and most appropriate resolution. Oversee the activity and productivity of the Customer Service Coordinators. Responsibilities: Thorough understanding of industry best practices provide recommendations and direction in evolving our call center to “best in class” Through labor scheduling analysis ensure associates are properly lined up against the call volume, ensuring established service level agreements are met Partner with Alliance Data and LP to research suspicious account activity In partnership with CRM proofread promotional coupon verbiage to ensure accuracy Manage the process of immediately recognizing and communicating escalated issues as they occur Assist in the process of handling customer calls as needed Ensure adherence to the Customer Feedback Protocols from a Brand Headquarters standpoint as well as from a Field standpoint Establish and direct issuance of appropriate compensation to retain customer loyalty Respond to and resolve issues submitted to the Better Business Bureau Manage the process of logging all General Liability claims Act as liaison between insurance claims reps and the Field organization Act as liaison between attorneys and BHQ and the Field organization Provide weekly presentation of the call centers top call reasons to the Operations Leadership team Generate monthly customer feedback reporting for presentation to the Executive Committee Ensure that all escalated customer issues are handled appropriately and in a timely fashion Provide partnership for Field Leaders with resolution of escalated customer matters Through management of the call center coordinators partner with Sales Audit to ensure that customer accounts are credited appropriately 2-3 years of experience in service management -related role. Ability to analyze situations and resolve issues with innovation and creativity. Ability to communicate and negotiate effectively with all levels inside and outside the organization. Ability to drive projects through to completion. Attention to detail. Proficiency in Word, Excel, Power Point and Outlook Education: Bachelor’s Degree in Communications, preferred

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