Thursday, August 9, 2012

Richfield Director of Enterprise Customer Care - Infrastructure ...

Director of Enterprise Customer Care - Infrastructure & Tools CoE

Job Number: 120000039V

Description

The Director of Infrastructure and Tools is responsible for defining and delivering an overall suite of systems to support contact center operations (for US and service as an advisor to other markets), including agent-facing, customer-facing and business applications. This role defines standards for business continuity and security and provides leadership. The primary focus of the role includes:

- Providing expertise to BBY enterprise, US ECC (in-country) and CoE organizations on call center infrastructure (e.g. telephony), desktop tools (e.g. Breeze), business tools (training, reporting, WFM), security, business continuity (RTops) and channel enablement (e.g. customer-facing).
- Developing long-range roadmap for ECC infrastructure standardization across markets, aligned with BBY enterprise technology strategy
- Directly supporting the design and implementation of the US in-country technology strategy and plan
- Developing framework to assess use of vendor-provided tools and work with Contact Management CoE to drive more efficient an effective use of vendor tools across markets, where appropriate
- Leveraging expertise to identify opportunities to maximize IT investments across markets, including high-level business case development
- Developing and communicating policies for security and non-disclosure/confidentiality for US and share with other markets
- Ensuring updated, effective, disaster recovery plans and testing for US and share with other markets

Required:

- Bachelor's Degree or equivalent industry experience,
- 8+ years of progressive experience in customer services, operations, marketing, analytics, training, business retail or related area
- 4+ years of management or leadership experience including people and budget experience
- 8+ years of experience managing or leading projects, process or running business activities
- Excellent communication skills, both in person and virtual
- Strong customer service orientation
- Strong knowledge and skills utilizing tools and technology

Preferred:

- Advanced degree
- 4+ years of experience at a manager or director level in a large, global consumer-oriented business in the retail industry and/or a multi-channel/multi-brand business
- Cross channel experience

Job: Enterprise Customer Care

Primary Location: United States-MN-Richfield

Organization: Best Buy US Corporate

Job Posting: Aug 8, 2012

Source: http://www.bestbuy-jobs.com/job/Richfield-Director-of-Enterprise-Customer-Care-Infrastructure-&-Tools-CoE-Job-MN-55423/2080706/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W_RSS

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