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Posted October 5th

Cub Foods - Mgr Customer Interaction Center





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Posted October 5th

Cub Foods - Mgr Customer Interaction Center






Full Time

Job Description

Job Title
Manager Customer Interaction Center (CIC)
Job Code
Reports To
Dir Customer Experience
FLSA Status
Customer Experience
Effective Date
September 2020

Provides primary leadership to the implementation of the Company's strategic initiatives related to Customer Interaction Center Support processes and technology to provide support of customers, Store Support functions and stores. Works collaboratively with colleagues in areas of information technology, planning, project management, training and implementation for all customer-impacting projects. Provides technical and process guidance and direction to the CIC Customer Service Representatives. Collaborates with Information Technology, Store Support teams and Retail Operations. Oversees the bulk gift card purchase process.

Job Responsibilities and Accountabilities
• Plans and deploys activities for CIC's support of new marketing, banner or other retail customer-impacting programs in order to ensure timely and cost-effective implementations of business processes and technology tools

• Develops and drives business projects to improve both agent-user experience as well as end consumer experience by reducing handle times and costs

• Collaborates with end users and business partners to identify IT functionality and reporting enhancements that support strategic goals and initiatives.

• Provides training and communication to team in order to grow call center specific expertise

• Manages CIC project resources and ensures that roles and responsibilities are clearly defined and understood by team members

• Communicates project expectations, project goals, project scope and project timeline to team members

• Identifies and solicits CIC business opportunities that align with company strategies, develops the business case, financial plan, project implementation plan, and carries through to deployment

• Supports team member personal development by creating a positive culture of learning and teamwork

Relevant Scope
  • Direct supervision of Customer Service Representatives
  • Ability to mentor and develop employee skills

• Team and relationship building skills are required
Job Requirements
Relevant Experience, Education, Certification, Knowledge, Skills and Abilities
  • Minimum 5- 8+ years relevant work experience
  • Strong project management skills with proven record of successfully coordinating and completing large-scale, complex projects with an emphasis in business-driven technology projects
  • Proven track record of cost effective, efficient and creative project implementations
  • Ability to understand the details of the business and synthesize them to set a clear direction and priority for enhancements to the applications
  • Call center operations experience and knowledge preferred
  • Proven ability to lead cross-functional teams and build strong relationships
  • Ability to work with and influence others to achieve results
  • Ability to handle multiple assignments/projects concurrently with tight deadlines in a fast-changing environment
  • Strong strategic thinking as well as detailed implementation focus
  • Strong/effective written and verbal communication and presentation skills
  • Strong personal computer skills
  • Ability to work non-traditional business hours in order to meet the business objectives
  • Ability to think both strategically and tactically to effectively lead teams throughout the organization to ensure effective and efficient customer service solutions
  • Possess strong organizational, time management, prioritization and inter-personal skills, along with analytical and problem-solving abilities

Physical Environment
• Most work is performed in a temperature-controlled office environment

• Incumbent may sit for long periods of time at desk or computer terminal

• Incumbent may use calculators, keyboards, telephone and other office equipment in the course of normal workday

• Stooping, bending, twisting and reaching may be required in completion of job duties

• Flexible with work hours to accommodate the business needs

The above statements are intended to describe the general nature of the work performed by the employees assigned to this job. All employees must comply with Company policy and applicable laws. The responsibilities, duties and skills required of personnel so classified may vary within each department and/or location.

Additional Information
  • Schedule: Full-time
, Minnesota