Cartier Client Relations Center Operations Manager

MAIN PURPOSE

Within the European Cartier team, the Client Relations Centre (CRC) Operations Manager main role is to support the entire CRC organisation with Tools, Methods & Processes, to facilitate the day-to-day activity.

For that the CRC Ops Manager is managing a team of Experts in charge of Worforce Management, Knowledge Management, Tools & Projects.

The team works in close collaboration with other experts (IT, HR, Seniors Ambassadors, L&D, Ecom, HQ ...) to develop operational efficiency in a continuous improvement mindset and contributes to transformation projects.

KEY RESPONSIBILITIES

The direct responsibilities of the CRC Operations Manager include managing both the operations process, embracing design, planning, change management, performance improvement, and operations strategy.

He/She oversees the daily activities of the team to ensure efficiency and a good and healthy productivity. He/ She is responsible for making sure that high standard of service is delivered to clients, whatever the channel of contact is, through the effective and efficient use of staff and other resources.

He/She also analyzes and improves organizational processes and procedures to improve quality, productivity, and efficiency and support tools implementation and adoption. He/She contributes to transversal projects and coordinates the change management at CRC level.

OPERATIONAL EFFICIENCY

Secure tool adoption and enhancement.

Manage CRC tools by working in close relation with IT Teams to ensure that the team has the most efficient tools to perform their work and that bugs are raised and fixed in a quickly manner.

Contribute to tools enhancement by raising change requests, liaising with Richemont and Cartier Client Engagement Team to share feedback, contribute to the design phase and facilitate the implementation (new feature, new tool, …).

Participate and support Management team in transversal projects.

Develop monitoring of activity and reporting.

Maintains and improves CRC operations by developing real time monitoring systems. Secure data consistency between the different tools (BI, Looker, Calabrio, …). Support CRC Management team in usage of new reporting tools. Create report and analyze data to identify room for improvement.   

Clarify processes and ensure seamless experience.

Closely collaborate with Retail Operations Manager and ECOM Operations Manager to improve the processes related to the boutiques and ECOM and liaise with all the relevant departments to continuously find ways to improve processes for a better client experience.

Animate Continuous Improvement way of working.

Enhance the operational processes, procedures and templates, systems and principles in the areas of information flow and management. Refine systems and methods to continually improve plans so that the organisation can better anticipate customer needs.

ELEVATE CLIENT EXPERIENCE

Support ambassadors to easily find the best answer for our clients.

Secure the update and the adoption from the whole organization of the Knowledge Base for Ambassadors and the Knowledge Base for Management. Ensure consistency of the content and analyze all technological possibilities to enhance.  

Optimize allocation of skills to match client needs.

Manage adequate staffing levels to meet both quantitative objectives as well as budget standards.

Responsible of workforce management, organizing, scheduling effectively the staffing and allocating work-time to ambassadors according to the workload.

Assess the existing capacity and develop operational plans and forecasts based on future.

Contribute to the creation and implementation of capacity planning to ensure that we have the right resources when required.

Develop the omnichannel journey of our clients.

Support the Operations with the launch of new channels of contact in the CRC (Inbound and Outbound activities). Enable the technical implementation and define the organizatinal principles related. Support management team in the adoption, follow-up and animation of these new channels, in terms of guidelines and monitoring.

MANAGEMENT

Lead, manage, motivate and evaluate a team of Experts on performance and development.

Work in close collaboration with E-Com team, L&D team, Team Leaders as well as Senior ambassadors.

PROFILE

Professional experience

• Bachelor’s degree in operations management or a related field
• +4 years of management experience in an international environment , directly related call center /customer service management experience
• Progressive growth and experience within the call center industry
• Deep understanding of general finance and budgeting is a plus

Specific knowledge

• Strong operational experience with WFM and scheduling tools in a contact center environment
• Extensive knowledge of contact center management tools
• Proficiency with Microsoft Office and knowledge of database software such as Salesforce
• Knowledge of Social Media channels (Facebook, Twitter, Blogs)

Languages

• English mandatory

SKILLS

Project management skills

Data Processing Skills, Tech-savvy

Workforce Management skill

Ability to build consensus and relationships among managers, stakeholders, and employees.

Highly skilled communicator with the ability to communicate complex concepts to others.

Excellent interpersonal skills and team work.

Excellent ability to optimise team performance.

Results orientated and organised with the ability to plan and deliver against deadlines and the ability to motivate others to deliver.

Excellent attention to detail.

Highly developed analytical and problem solving skills.

Decision-Making and Stress Tolerance.

Cartier Client Relations Center Operations Manager (richemont.com)