Head of Contact Center, US

Pay range:

$135,868 - $181,157

Incentive Plan:

Global Executive

Incentive Target %:

20%

SHIFT:

First

BSH Home Appliances Corporation – Top Employer US 2024

Tomorrow is our home.

At BSH, People Matter. Bring your unique skills, capabilities, and experiences to our dynamic teams where your contributions will drive our innovation culture. We strive to be a workplace that values people and supports opportunities for continuous professional and personal growth. As a leading manufacturer of home appliance brands Bosch, Gaggenau, and Thermador, we prioritize having a consumer centric mindset and creating positive experiences for the consumer throughout all interactions with our products and services. Join us now and give your career a home. You Belong Here.

Head of Contact Centers, USA

Irvine, CA/ Full-time

Your Responsibilities

To manage the Contact Center operation and customer service delivery for our BSH Home Appliance brands in USA. Co-ordination of all customer interactions, optimizing staff performance to deliver industry leading operational service standards

• Manages the oversight of three functional areas over multiple worksites
• Ensure the effective reception and first-time resolution of over 1.5 million customer interactions per annum.
• Deliver excellence in our customer service experience to enhance customer loyalty.
• Ensure effective capacity planning processes are followed to optimize efficiencies and service delivery.
• Proactive management and promotion of employee engagement activities to drive and maintain employee satisfaction and motivation.
• Manage Contact Center and Field Support headcount and attrition, provides solutions to identified trends
• Proactively assess future requirements and make proposals for suitable provision of resource, skill and focus.
• Refine policy and procedures based on operational demands.
• Partner with global Functional Competency Center on improvement and strategy in contact centers.
• Develop staff by conducting regular personal development reviews and monitoring activity, feedback and recognition based off of performance.
• Manage highly escalated issues and resolve to the customer's satisfaction.
• Understand and react to changing customer demands and formulate policy accordingly.
• Manage the oversight of department KPIs through reports and analysis provided by department managers (ie. call traffic)
• Manage agreed customer quality standards for call content and accuracy of information capture, ensuring high quality customer experiences.
• Cultivate a healthy interface communication within inter departments (including Sales, Marketing, Quality, etc.).
• Responsible for Field Support development of KPI’s and overall strategy
• To deliver against all key performance indicators on Service delivery, Quality performance, and Customer satisfaction.
• Recommend and implement a suite of reports that will allow an accurate and ongoing assessment of the call center performance.
• Maintain an interface with all systems providers, relevant to the development and effective running of the contact center and ensuring business continuity.
• Exercise and encourage effective communications skills with both external and internal customers.
• Develop and use prompt business forecasting to achieve agreed service levels and manage the operation within budget.
• Ensure confidentiality and appropriate use of customer information.
• Align strategy and procedure of Contact Centers across Region North America.
• Provide strategic and operational support to Contact Center Managers and Supervisors.
• Responsible for maintaining and implementing forms and targets for Quality Monitoring within Workforce Optimization software.
• Develop and monitor call flows between Spain and USA to limit wait time and improve customer satisfaction.
• Maximize opportunities for contact centers to create revenue to support the business with value-added services.
• All other duties as required.
  
  

Your profile

• Bachelor’s degree (Business Administration or related field) – Required
• 10 Years of Experience (Managing mid-size call centers) – Required
• 7-10 Years of Experience (People Leader experience) – Required
• Strong leadership skills with experience of managing a challenging fast paced Contact Centre environment.
• Strong performance management skills with a proven track record of achieving results.
• Strong people engagement skills with good experience of coaching and development.
• Experience of successfully implementing new initiatives and managing change
• Excellent knowledge of Resource Planning methodologies.
• Domestic and International Travel
• Must have excellent written and verbal communicational skills.
• Ability to be diplomatic and professional when communicating with other divisions within BSH and third-party vendors.
• Expert knowledge of various systems running in contact centers.
• Good time management skills.
• High skill level in Microsoft Office products (Word, Excel, PowerPoint)
• Strong ability to navigate through changing direction and priorities
• Hybrid position – candidates must live local to the Irvine, CA area
• Travel Percentage – 30%
  
  

Your Pay & Benefits

The pay range posted for this position is based on the location noted in the posting title. Exact compensation offered may vary based on your specific skillset and work location. If the position is bonus or incentive eligible then the payments range from 0% to 200% of target with details laid out within the plan document.

Benefits offered include the following:

• Medical, dental, vision, life insurance, short and long term disability benefits, employee assistance program (EAP), Healthcare and Dependent Care Flexible Spending Accounts (FSA), and Health Savings Account (HSA) participation starting on the first day of the calendar month following date of hire.
• Wellness Plan that allows participating employees to earn lower medical care premiums.
• 401(k) Retirement Plan starting on the first day of the calendar month following 30 days of service. The plan provides a fully vested 100% employer match on the first 4% of compensation contributed and also includes an annual employer-funded profit sharing contribution dependent on company profitability.
• Two weeks of paid vacation for all non-temporary status new hires below Director level positions. Vacation entitlement increases based on years of service with BSH.
• Unlimited paid vacation for all Director and above level positions.
• The greater of (a) 40 hours of paid sick leave or (b) state or local minimum requirements for paid leave (Non-Production Line).
• 40 hours of paid personal leave (Production Line).
• 12 days of paid holidays per year (max 8 hours paid per day).
• Adoption Reimbursement Program, Perks at Work, and BSH Employee Purchase Program.
• BSH provides ongoing product training, uniforms, computer tablet, cell phone and a company vehicle for eligible positions.
  
  

Further information

Please visit career.bsh-group.com and learn about what makes BSH a Top Employer!

BSH is an equal opportunity employer and does not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, military service, or any other protected class. By including everyone and ensuring equal opportunities, BSH unleashes its full potential - EOE / AA Employer.

This position is eligible for the Employee Referral Bonus program.

We participate in E-Verify.