Call Center Operations Manager in Grapevine, TX at GameStop

Date Posted: 10/2/2021

Job Snapshot

Job Description

Description:

Working independently, the Guest Care Operations Manager defines and leads strategic programs focused on the continual improvement of the guest experience within Guest Care. This role is the primary operational leader for GS Guest Care team leaders   and the third party vendors operations teams.  The associate will be responsible for leading improvements to operations and performance. Further responsibilities include but are not limited to the strategy, management, and execution of Guest Care initiatives. 

The associate will be responsible for managing the Grapevine Guest Care team’s and the thirty party vendors’ performance to promote the “Delight our Customers” mantra to achieve the organization’s success. The primary business outcome of this position will be to sustain a positive and successful relationship with GameStop stores, guests, partners, and business stakeholders. Some non-routine activities may require advance approval.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES*

  • Oversee directional guidance of the Call Center teams towards performance improvements
  • Serve as the subject matter expert and thought leader related to Guest Care and all systems that integrate online and offline experiences
  • Assume the professional and organizational risk associated with protecting embargoed and confidential information rigorously
  • Analyze, forecast, and report on performance to ensure an excellent guest experience
  • Partner with information technology and product management to lead, prioritize, and build new capabilities to improve the guest experience across ecommerce, order management, and stores
  • Collaborate frequently with the information technology and other internal partners to respond quickly and effectively to escalated concerns and to recommend process solutions for preventing guest dissatisfaction
  • Collaborate closely with peers and senior leaders from ecommerce, merchandising, marketing, information technology, inventory control, and store operations to execute system development and strategic initiatives
  • Create an environment that welcomes change and fosters high levels of ingenuity and creative thinking, risk tolerance, and collaboration across multiple business units and centers of expertise
  • Manage and build relationships at a high level in a manner acceptable to others and to the organization
  • Prepare reports, presentations, and general updates as often as needed to audiences of varying technical expertise and levels of responsibility
  • Model the behaviors expected of all GameStop leaders including, but not limited to, a drive for results, with a demonstrable bias for action; high levels of emotional intelligence, maturity, and professionalism;  giving, receiving and responding to feedback effectively; a consistently high service orientation; and demonstrable commitments to diversity, inclusion, a respectful workplace, and integrity

RELATED COMPETENCIES

  • Managing Complexity — Understanding and managing the complexity associated with e-Commerce touch points into a highly efficient physical retail business.
  • Operational Excellence — Driving stronger efficiency into GameStop’s Call Centers.
  • Innovation and Problem Solving — Generating innovative solutions in work situations; trying different and novel ways to deal with work problems and opportunities.
  • Emotional Intelligence — Leveraging high levels of self-awareness, self-management, social awareness and relationship management, capacity to manage behavior, navigate social complexities and make personal decisions to achieve positive results.
  • Strategic Decision Making — Obtaining information and identifying key issues and relationships relevant to achieving a long-range goal or visions; committing to a course of action to accomplish a long-range goal or vision after developing alternatives based on logical assumptions, facts, available resources, constraints, and organizational values.

BASIC AND PREFERRED QUALIFICATIONS (EDUCATION and/or EXPERIENCE)

  • High school diploma or GED required; bachelor’s degree in business administration or related field preferred.
  • At least 2 years management experience in a guest service call center environment required.

MINIMUM QUALIFICATIONS, JOB SKILLS, ABILITIES

  • Expert understanding of guest solution options, including a comprehensive understanding of related policies, procedures, and best practices
  • Expert general data analysis skills, including the ability to mine, organize and report data; identify relevant business implications; develop recommendations, and present recommendations to audiences of varied responsibility throughout the organization, including non-financial leaders
  • Expert relationship building skills, including the capacity to predict and manage behavior, build and leverage cross-functional partnerships within and outside of the organization, and leverage influential leadership
  • Expert written/verbal communication skills using spoken English, including the ability to explain complex ideas to others with varying levels of expertise throughout the organization
  • Proficient entrepreneurial ability, including innovative thinking, creative problem solving, and the ability to execute quickly while maintaining GameStop’s high quality expectations
  • Proficient ability to recognize discrepancies/errors in written/recorded data/information including the ability to initiate and respond to work errors in a professional manner, working collaboratively and cooperatively with others
  • Proficient knowledge of retail store operations and enhancement of guest experience through  front-line employees
  • Proficient ability to evaluate online business opportunities and make strategic recommendations
  • Proficient ability to prepare compelling, high-impact presentations for senior organizational leaders, financiers, and other strategic and functional stakeholders and business partners
  • Proficient organizational skills, with the ability to handle multiple, overlapping, and potentially conflicting priorities
  • Proficient performance management skills, including the ability to develop and align talent to achieve or exceed the team’s objectives
  • Proficient ability to remain highly effective under stress, and respond to pressure in a manner acceptable to others and to the organization
  • Consistently demonstrates a commitment to GameStop policies and procedures, including but not limited to, attendance, confidentiality, conflict of interest, and ethical responsibilities