Description
Work Where You Matter: At Dollar General, our mission is Serving Others! We value each and every one of our employees. Whether you are looking to launch a new career in one of our many convenient Store locations, Distribution Centers, Store Support Center or with our Private Fleet Team, we are proud to provide a wide range of career opportunities. We are not just a retail company; we are a company that values the unique strengths and perspectives that each individual brings. Your difference truly makes a difference at Dollar General. How would you like to Serve? Join the Dollar General Journey and see how your career can thrive. Company Overview:
The TOC Systems Support Manager oversees the development and quality control of contact center customer service technology, including ServiceNow CSM and 3CLogic. This role collaborates with internal and external IT partners and manages the overall training for the TOC. The Manager leads process development, vertical build-outs, and provides 24/7 support for systems under their responsibility. As the operations and procedure expert, the Manager develops executive-level presentations and prepares the team for future quality control leadership.
Job Details:Systems and New Verticals Development – 35%
- Oversee the design, development, and implementation of contact center technologies, including ServiceNow and 3CLogic, ensuring they meet operational requirements.
- Lead the creation and scaling of processes to support new business verticals within the TOC, aligning with organizational growth strategies.
- Collaborate with IT and external partners to ensure system solutions are aligned with long-term business goals.
- Work closely with the IT and Transportation Operations, Sr Manager to identify and plan for future technology needs and advancements.
- Ensure successful integration of new verticals by coordinating training and change management for system rollouts.
Customer Service Quality Control – 20%
- Establish and maintain customer service quality standards, ensuring that team performance meets or exceeds set benchmarks.
- Partner with the future Quality Control Specialist to assess service quality, develop improvement plans, and resolve service issues.
- Implement and track quality metrics, working closely with the TOC customer service teams to drive continuous improvement.
- Monitor escalated issues and ensure timely resolution while adhering to quality standards.
Training and Development – 20%
- Develop and execute comprehensive training programs to ensure team members are proficient with new systems, tools, and processes.
- Partner with the future Training Specialist and development teams to design and update training materials that align with new verticals and technology enhancements.
- Facilitate ongoing learning and skill development through refresher courses and continuous education programs.
- Ensure team members are equipped to adapt to changes in systems, processes, and operational needs through hands-on training and development sessions.
Leading a High-Performing Team – 15%
- Lead, mentor, and develop the systems support team, promoting a culture of collaboration and continuous improvement.
- Set clear performance goals and expectations for team members, regularly providing constructive feedback and coaching.
- Foster a positive work environment that encourages professional growth, accountability, and cross-functional teamwork.
- Ensure the systems support team is properly resourced, trained, and prepared to meet the demands of a 24/7 contact center operation.
Reporting and Analytics – 10%
- Develop comprehensive reports to track system performance, team productivity, and customer service KPIs.
- Provide senior leadership with actionable insights based on data analytics to support decision-making and operational adjustments.
- Ensure reporting is timely, accurate, and aligned with business goals, identifying trends that drive performance improvements.
Qualifications:
- Proficiency in contact center technology like; ServiceNow CSM, 3CLogic; as well as Transportation Management and Logistics systems.
- Strong leadership, project management, and quality control skills.
- Expertise in training administration and executive-level communication.
- Demonstrated ability to build relationships with various departments, fostering a collaboration.
- Skilled in establishing KPI's and benchmarks aligned with organizational goals to measure progress and identify areas for enhancement.
- Bachelor's degree in IT, Business Administration, Supply Chain or related field.
- Minimum of 5 years of experience in systems management, call center strategy, or operations preferably with ServiceNow CSM.
- Experience in customer service quality control and managing training programs.
- Strong executive communication and reporting abilities.
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