Senior Specialist eCom Call Center Operations

Assistant Manager Job Description

General Purpose

In this role at adidas, you are responsible for creating a premium customer service experience for our consumers who bought through eCom and in adidas retail stores, as well as driving revenue generation via different channels of contact centre & driving an operating model which supports a membership-first outlook.

Your task is to drive Consumer Service operational excellence in the contact center across all service channels with a focus on efficiency, quality, commercial conversations & consumer experience. You support a global operating model by seeking out opportunities to share best practices.

Key Responsibilities:

Scope: Accountable for creating a premium customer service experience in Emerging Markets.

Partnership/Vendor Management

• Lead, manage, and deliver Consumer Service targets on a country level across channels and market/s within the boundaries of time, cost, and quality, executing in a fast-paced, agile development environment of digitalization and personalization with the highest executive attention in Consumer Experience and Sales
• Drive the implementation of the definition of processes with the local vendor. Ensure that these definitions will allow for leveraging or building proper solutions with internal and external cooperation partners.
• Be the operational lead, implementation partner, and manage the relationship at a local level with 3rd party vendors (contact center provider, specialist providers). Act as the 1st escalation point for the contact centre.
• Be the process counterpart for the contact centre concerning the implementation of rollouts or new functionalities in your region.
• Manage the alignment of contact center processes within your region, ensuring a consistent CS experience across all channels.
• Lead execution of the formalization and documentation of defined processes, providing transparency on the current state and a solid foundation for evolution.
• Assist in managing the Consumer Services budget for assigned country/s in Emerging markets, coordinating with Post order, Local country, Finance, and the CS vendor to keep costs within budget.

Continuous Improvement

• Identify ways to enhance the consumer experience, gather stakeholder feedback, prioritize improvements, and support KPIs and better outcomes.
• Drive accountability for achieving KPI’s and metrics. Seek opportunities to continuously improve, keeping both CS vendors accountable.
• Collaborate with leadership in monthly catch-ups and performance reviews

Day-to-day Operations

• • Monitor, steer, and improve Open cases backlogs, service levels, quality standards, revenue levels, and premium membership experiences for our consumers in close cooperation with the contact center.
  • Lead monthly, quarterly, and annual business reviews with the CS vendor and seek opportunities for efficiencies and improved consumer experiences.

People Management

• • Support the vendor in implementing the appropriate structure to be able to manage the respective organization effectively and drive success
  • Continuously monitor and evaluate team workload and organizational efficiency of the vendor with the support of data and team feedback, and challenge appropriate changes to meet business needs.
  • Provide team members/direct reports with clear direction and targets that are aligned with business needs and objectives.

Key Relationships:

1. External CS Vendor
2. Post-order OPS
3. Platform Operations
4. Campaign Operations
5. Local country leadership
6. Extended Global Digital Consumer Operations team
7. Global Product Team
8. Data & Analytics team
9. Finance

Knowledge, Skills, and Abilities:

1. Soft Skills

· A high level of leadership and people management skills is required

· Strong attitude on results-driven and ability to generate and maintain a big picture view, including dependencies at the middle and large scale

· Strong ability to identify risks and define mitigation plans

· Ability to quickly adapt to changing business processes and business partners

· Very good communication & negotiation skills, comfortable presenting complex topics to stakeholders at various organizational levels, both in person and remotely

· Effective stakeholder management, defining a clear scope of work, and maintaining a collaborative and positive working environment

· The ability to juggle complex and multiple topics at any one time is required

2. Hard Skills

· Comfortable working with enterprise-level platforms and technologies. A plus if you have previous experience working with Salesforce, JIRA, or Omnihub

· High level of usage of any reporting KPIs reporting platform

· Project management and project monitoring experience

· Fluent English both verbally and in writing.

· Relevant knowledge of excel & basic formulas.

· Willingness to work 5 days a week from the Office.

· Ability to execute without follow-up.

Requisite Education and Experience / Minimum Qualifications:

· Degree with a focus on Business Management, Communication, or other related areas, or equivalent combination of education and experience.

· 2+ years of experience in Contact vendor management in a Retail, Digital, and/or eCommerce environment

· Expert knowledge in the respective domain of Consumer Service

· Experience in managing highly complex processes, involving multiple teams in different countries

· 2+ years of experience in leading a team