Journeys Work Values

Daily Duties at Journeys:

• Promoted to Director of Customer Service on 3/01/2015 • Resource planning, including shift patterns and the number of staff required to meet demand. Create a high-performing team through ensuring effective recruitment, performance management, capability building and retention (bonus, reward and incentive schemes). • Manage, coach, and develop Managers and Supervisors in order to continuously improve front-line leadership. Manage the team to ensure program(s) productivity, quality and customer satisfaction and performance objectives are met and performed in an efficient manner. • Ensure that Service Level Agreement (SLA) is adhered to and Key Performance Indicators (KPI) are agreed, monitored and delivered by taking appropriate corrective action where necessary. • Develop, review, update, and implement policies and SOP´s (standard operating procedures) to establish consistency and results. • Drive overall process improvement agenda by analyzing performance trends in order to make necessary recommendations for operational improvements. • Review performance of Managers and Supervisors and track progression on a Performance Plan, identifying training needs and planning training sessions. • Maintain strong, results-oriented, collaborative working relationships

What they like about Journeys:

Working in an organization that is technologically advanced, creative, and innovative is critical in your assessment of hiring companies. Less important to you are stability of the organization, the length of time an organization has been in business, and the business' plans for the future. You prefer a fast-moving company that will take risks to achieve its goals and objectives. The length of time the company has been in business is irrelevant. Maintaining status quo is unnecessary. You thrive on change, uncertainty and the upside of potential business risks, especially those associated with innovation. Stability for the long haul is not nearly as important as is working in an atmosphere that is charged with a sense of urgency and constant change.

Tags

Firepond Contact Center, Policies and Procedures, Customer Service, Management, Distribution, Order Processing, Budgeting, Payroll, Process Improvement, Oracle Parallel Server, presentation, profit and loss, supervisor

Skills

Firepond Contact Center, Policies and Procedures, Customer Service, Management, Distribution, Order Processing, Budgeting, Payroll, Process Improvement, Oracle Parallel Server

These are some of the questions we asked our climbers about their experiences with Journeys: