Virtual Store Support Supervisor

Job Description

SUMMARY
The Virtual Customer First Service Center (CFSC) DIY Support Supervisor is responsible for leading a multi-functional unit that provides company-wide internal or external customer service support and issue resolution for in-store and online customers. This includes but is not limited to AAP stores, field leaders, AAP website/apps, social media, vendors, legal partners, AAP Support Center team members, leaders, and more. The role leads, directs, and coordinates store support or customer care operations to meet service objectives for all Advance Team Members or Customers, while maintaining compliance with state and federal laws and company policies and procedures.

ESSENTIAL DUTIES AND RESPONSIBILITIES
Include the following. Other duties may be assigned.

• Provide leadership and coaching to members of the Customer First Service Center (CFSC) team members and Team Leads. Partner to develop staffing plans, establish and review productivity, and regularly meet with respective Team Members to discuss issues, opportunities, and planning within the team.
• Monitor Team Performance and suggest ways to improve efficiency, while providing excellent customer service. Participate in the collaborative development of enhanced systems and processes that support the service center’s ability to deliver service.
• Work with systems support staff to seek out, evaluate, and implement improvements in CFSC processes.
• Monitor daily productivity reports in their respective areas of responsibility. Review daily/weekly service center metrics; review process and procedures to reduce rework and increase efficiency and productivity within the CFSC. Manage telephonic system management aspects of Service Center working with Salesforce and other supporting tools. Also includes case, chat, social media, SMS/text, and email volume.
• Analyze current service center operations, including infrastructure, work processes, and call/chat/SMS/case flows and standards.
• Reassess staffing and make reorganization recommendations as department functions change with self-service and new technologies are implemented.
• Communicate changes affecting team members or customers that may impact online resources and department SOPs. Ensure compliance with federal and state laws, departmental and company policies and procedures.
• Interface with Internal Audit, Accounting, Legal, Marketing, Social Media, and other business partners to support the monitoring and measurement of compliance with organizational processes and business rules.
• Provide substantial input into the development of CFSC Team Member job descriptions.
• Establish and maintain strong working relationships with respective Director and Manager to support the development of new or existing operations policies and procedures.
• Manage multiple projects and initiatives supporting rollouts, implementations, and staffing support required of the CFSC team(s).
• Work with peers to constantly improve existing processes and share knowledge through association with the AAP Organization.

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Leadership role in implementing and advancing organizational initiatives.
• Ability to operate in a complex, rapidly changing environment while adhering to tight schedules and budgets.
• Ability to cultivate relationships with key stakeholders across functions and levels to achieve business objectives and drive strategic change.
• Strong interpersonal skills, ability to interact effectively with all levels and senior leaders in a collaborative manner.
• Ability to write reports and business correspondence.
• Ability to effectively present information and respond to questions from groups of managers, customers, and the general public.
• Demonstrated problem-solving capabilities.
• Proven track record of establishing strong relationships.
• Excellent leadership and coaching skills as well as team building and employee development skills.
• Proven negotiation skills.
• Proficient with Microsoft Word, PowerPoint, Excel, and other offerings in the Microsoft Suite.
• Service Center experience working in multi-functional teams