Sr Manager, Customer Service Operations Support
Blockbuster - McKinney, TX

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Interested in working at Blockbuster Inc.? We're a dynamic company where people who have a passion for movies and games really shine. Sound like you? Bring your enthusiasm and experience to Blockbuster. We're looking for high energy, a positive attitude and self-motivation. If you're looking for flexible hours, advancement opportunities and other great perks this could be the beginning of a beautiful career.

Summary of role:
Responsible for overseeing business analytics, training, quality, process improvement, workforce management, resource planning/forecasting, schedule planning, IVR structure, and reporting for the Blockbuster Customer Service Department.

Essential Responsibilities:
Manage accurate measurement and tracking of service levels while recommending targeted process improvements to maximize operating efficiency of Customer Service dept.

Improve customer self service tools. Drive decrease in call center customer contact rate by increasing usage of customer self service tools within IVR and FAQ/Help website. Coordinate with web Customer Service FAQ/Help team to identify opportunities for creating/improving customer service tools - how to video's, interactive web tools and troubleshooting documentation.

Utilize data drivers for root cause resolution and prevention. Design and implement reporting and communication with business owners throughout BBI org regarding top customer service contact drivers. Work with business owners on root cause resolution and prevention.

Design and manage agent performance metrics reporting program to ensure metrics consistently measure vital key priorities. Update program quarterly to meet ongoing dynamic departmental changes.

Provide business reporting support to Customer Service operations managers and leadership on a daily, weekly, monthly, quarterly and ad-hoc basis.

Present recommendations for strategic operational and process improvements including business case and ROI. Drive approved changes with operations group. Measure and track results.

Manage team of business reporting analysts, process analysts, training specialists and QA analysts. Train, motivate, and evaluate staff. Oversee Quality Program and Quality/Training team across remote overseas site and local sites.

Manage design and implementation of innovative customer service research and measurement projects.

Ensure agent tools properly track contact types and drivers. Manage contact dispositions and data reporting mechanisms ensuring integrity of data - reinforced with training and quality measurement of proper agent usage.

Investigate new technologies ensuring Customer Service department's systems and processes are optimized. Coordinate with IT on Customer Service IT development projects.


Technical Knowledge/ Skills:
Advanced Microsoft Excel and Intermediate PowerPoint and Word

Intermediate experience with workforce management tools, analytics, forecasting and resource planning

Working knowledge of call center technology (IVR structure, customer information mgmt databases, etc.)

General Areas of Knowledge:
Excellent communication and presentation skills

Strong, proven analytical skills and experience

Ability to analyze data, draw meaningful conclusions and make recommendations

Ability to communicate effectively across all levels of organization

Proven leadership skills and successful track record

Education / Experience:

Bachelor's degree in a related field - or - equivalent work experience

5 - 7 years related experience in a customer service call center environment


Positive, solution-oriented problem solver

Curious and inquisitive leader with strong communication skills

Project management and process improvement experience a plus

If you love great entertainment-including FREE rentals-and your skills are a good match for this position, this could be the place for you.

We would like to thank everyone who submits his or her resume for this position. Due to the volume of resumes that we receive, only those candidates selected for interviews will be contacted. BLOCKBUSTER offers a competitive salary with excellent benefits, is an equal opportunity employer and promotes a smoke free & drug free workplace. No agencies please!


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