Manager, Business Operations Support
Tailored Brands, Inc.’s purpose is to help our customers love how they look. We accomplish this by providing a personal, convenient, one-of-a-kind shopping experience with compelling products and world-class service. We help fulfill this mission by providing our employees with an engaging and inclusive workplace focused on teamwork, growth and respect.
You and this Role:
As the Business Operations Support Manager you are responsible for creating and sustaining operational policies, procedures, and processes. Your focus will be working with the Tailored Customer Solutions Center (TCS) Consultant team, through sales data and operational analysis. You will demonstrate good judgement in creating and training behaviors that result in increased rental, retail and custom clothing sales through outbound/inbound calls, chat, and email communications. This individual will work closely with the Business Operations, Store Operations, and Information and Technology teams to analyze sales trends, forecast and results. This position requires strong organizational and excellent verbal and written communication skills, with a focus on training and communications. Key to success is the ability to work collaboratively with the Tailored Customer Solutions Center organization, cross-functional corporate business partners and customers, in a fast-paced environment. This position reports directly to Director of Online Services and Business Operations Support.
Responsibilities:
- Define, develop, and execute training to the TCS Center consultants that drives sales volume and reflects the needs and changes of our business
- Communicate, maintain, and manage compliance with Company and TCS Center standards
- Assist TCS Center management with planning and identifying effective calling strategies; work with management and business partners to identify and implement changes to systems and processes to increase efficiency
- Analyze performance data and make recommendations for operational improvement that would provide maximum value to the department
- Make independent decisions based on a balance between customer satisfaction and company profitability—within provided guidelines
- Meet assigned KPI's, goals, and objectives while providing exceptional service to our customers. Key KPI's include but are not limited to: Response Time, Abandon Rate, First-interaction Resolution, and Quality scores.
- Monitor and review performance goals while providing feedback and implementing processes and initiatives that optimize sales performance
- Monitor and adjust staffing and payroll to meet the needs of the business. Look for areas of opportunity and provide recommendations for improvement.
- Communicate new promotions, pricing, and policies, to ensure all TCS Center Consultants are providing accurate information to customers and business partners on a consistent basis
- Ensure Consultants are providing quality customer service and addressing customer and store concerns promptly and proactively.
- Provide senior level management with clear and consistent feedback concerning TCS Center Consultants performance and goal achievement, along with recommendations for improvement.
- Partners with cross-functional departments, specifically IT, Store Operations, Tuxedo Operations and Tux Distribution, to meet established goals
Skills, Abilities, Experience & Qualifications
- High school diploma or equivalent required, Associates or Bachelor’s degree in Business or related field strongly preferred
- Management or Business Management Experience of 6 plus years or equivalent. Experience in telesales or retail preferred.
- Five 9 Administrator experience preferred
- Salesforce CRM experience preferred
- Strong command of Microsoft Office Products including Excel, Outlook, Word, and Power Point --savvy enough to learn and adapt to new technologies quickly.
- Demonstrated strong organizational, analytical, and prioritization skills
- Strong interpersonal, listening, verbal and written communication skills with the ability to communicate effectively with staff and management
- Proven ability to coach, motivate and develop and lead a team
- Exceptional customer service skills with the desire to satisfy our internal and external customers.
- Must have strong follow-up and relationship building skills
- Effective time management, organizational and critical thinking skills
- Ability to adapt to a fast-paced and changing work environment
- Ability to pass a thorough background check
Work Environment, Physical & Mental Demands
- Ability to sit and work at a computer keyboard for extended periods of time
- Ability to stoop, kneel, bend at the waist, and reach on a daily basis
- Able to lift and move up to 25 pounds occasionally
- Must utilize visual acuity, speech and hearing, hand and eye coordination and manual dexterity necessary to operate a computer and office equipment
- Regular and on-time attendance
- Ability to work at least 40 hours per week from the Company’s Houston, Texas corporate office with flexibility based on project needs
- Must be vaccinated for COVID-19