Academy Sports + Outdoors Job - 34024270 | CareerArc
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Company: Academy Sports + Outdoors
Location: Katy, TX
Career Level: Mid-Senior Level
Industries: Retail, Wholesale, Apparel

Description

Come work at a place where we take pride in creating a workplace environment that values hard work, commitment, and growth.

Job Description:

Education:

  • Bachelor's degree in relevant field of study or equivalent years of related work experience required

Work Experiences:  

  • At least 3 years of experience in managing process, through technology, preferably in a Customer Care/Contact Center setting

Skills:

  • Has a passion for the customer and uses the customer voice to drive strategy for the department and improve the process and operations of the organization
  • Excellent at providing feedback, instruction and development guidance to help others excel in their current or future job responsibilities
  • Effectively partners cross-functionally to bring new solutions and efficiencies to the organization to improve the customer experience
  • Ability to build a cohesive team through appropriate methods and flexible interpersonal style
  • Ability to use the long-range vision of the organization to strategize the future needs of the Customer Care business.
  • Capable of evaluating, testing, modifying, and managing a best in class customer experience for both the external and internal customers (stores)
  • Excellent interpersonal, written, and verbal communication skills, with the ability to interface effectively with individuals at various levels, both internal and external
  • Analytical, with strong problem-solving abilities and creative resolution skills
  • Self-motivated, with the ability to work on multiple projects in a fast-paced environment
  • Proven ability to recognize and adapt to company culture
  • Ability to analyze, organize and integrate large amounts of complex information into clear, concise presentations
  • Leads by example and models a passion for the business as well as demonstrates a proactive and solutions-oriented style
  • Ability to remain organized, pay strict attention to detail, and meet critical deadlines within a high volume, fast-paced environment
  • Computer – Oracle Service Cloud, ACD & Workforce Optimization software experience, Microsoft Office and e-mail software

Responsibilities:

  • Train, motivate, direct, coach and evaluate team members to ensure that the team is committed to achieving team initiatives
  • Meets Customer Care's daily, weekly, monthly and quarterly goals
  • Drives process improvement through available Customer Care technology
  • Works closely with Operations, Workforce and QA to build out and deliver improvements to internal processes and operations
  • Leads the implementation of new technology as the need arises
  • Ensures analysis and reporting for key activities and projects is collected, analyzed and summarized
  • Provides weekly executive summaries and key performance indicator reports
  • Drives the team to utilize data and analytics for critical business decision making
  • Makes process and technology recommendations to the team and implements enhancements with buy-in from leadership
  • Managers 3rd party vendor relationships
  • Supports Academy's commitment to quality
  • Completes special projects as needed
  • Required to learn company policies, procedures and safety rules
  • Duties may change; team members may be required to perform other duties as assigned

Physical Requirements & Attendance

  • Acceptable level of hearing and vision to perform job duties
  • Adhere to company work hours, policies, procedures and rules governing professional staff behavior
  • Regular attendance required
  • Ability to work flexible hours including weekends and holidays as needed
Full time

Academy is an Equal Opportunity Employer and does not discriminate with regard to employment opportunities or practices on the basis of race, religion, national origin, sex, age, disability, gender identity, sexual orientation or any other category protected by law.​


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