The Client Care Centre Operational Infrastructure and Order Flow Coordinator isthe lead operations professional for the infrastructure needs of our Contact Centres, the related client communications, as well as ensuring the timely flow of sales orders for Contact Centre and e-commerce markets within the EMEA region.
This individual will manage and maintain all operational infrastructure functions that facilitate the Contact Centres, which includes hardware, software, and telecommunication systems necessary for the centres to function effectively, enabling customer interactions across multiple channels and e-commerce. Within this, the individual will be a subject matter expert in Contact Centre Workforce Management and, in partnership with Contact Centre Managers, will deploy Advisor resources efficiently to achieve all market service levels.
This role will coordinate the Daily management of Contact Centre and e-commerce Sales Orders in all EMEA markets. This includes order and inventory flow for backorder fulfilment; resolution of financial transaction issues; last-mile non-standard deliveries, management of post-sales services and delivery investigation cases, with some direct involvement in resolving complex cases. Within this, a key partnership with IT partners will be maintained to expediate resolution of any issues impacting client order experience, as well as being involved in projects that enhance the IT landscape within our Contact Centres.
The role is key in providing insights and recommendations that enhance the operational functions, drives revenue and client satisfaction, and advisor performance within the Contact Centre.
This role leverages cross-functional relationships internally and externally to ensure Tiffany & Co. excels in a luxury omni-channel environment (inc. Client Care Managers and Advisors, E-commerce, IT, Distribution & Returns, Retail and Aftercare, as well as any new business initiatives).
Sales Revenue Sales Order flow and fulfilment
Manage and maintain effective operational processes that fulfil Sales Orders in support of the achievement of annual revenue and profitability objectives of all EMEA CCC and e-commerce markets. Ensure inventory allocation and coordinate special orders for backorder fulfilment. Coordinate the resolution of order exceptions, and IT and basic financial transactional failures that impact client experience and risk business revenue. Oversee post-sales services and non-standard last-mile delivery, including investigation of cases that maximize client order experience and minimize revenue loss, with some direct involvement in resolving complex cases.Service Level and Experience Delivery Communication Channels and Workforce Management
Be the SME for our Contact Centre WFM application and related software. Manage the primary Contact Centre Operational Channels, including Opening Hours, Live Chat and Bot activity, client-facing messaging/auto-responses. Allocate advisor resources efficiently to ensure service levels and client satisfaction are achieved in each of the CCC activities (e.g. Inbound Calls, Chats, messaging or cases) and in all sites and markets, collaborating with Team Managers on all CCC sites to assign workload (inbound and outbound client activity), integrate coaching sessions and team meetings, absorb new project activities, etc. Liaise with key-internal partners (e.g. Distribution/Returns, TSC, T&L or Retail partners) to facilitate efficient management of client interactions and cases, which include post-sales services, delivery investigation cases, and returns. Support Team Managers and Advisors to create solutions to inquiries and service issues and directly resolve some complex cases. Provide insight and recommendations to improve resourcing, including FTE within the Teams, or allocation of shifts or hours of operation. Point of contact in support of CCC and e-com Gift Card post-sale administration and redemptions.IT Issues and Enhancement/Deployment Projects
Be the primary operational partner with Local and Global IT Service Centre and project teams, maintaining relationships that facilitate raising and resolving IT impacts, best-prepares CCC to mitigate outage impacts, and be a key CCC contributor to enhancement and deployment projects (inc. requirements gathering, UAT, post-deployment hypercare) Create, document and maintain related SOPs for CCC.Procedural Reporting, Insights and CCC Administration
Document and maintain CCC SOPs related to key functions. Provide CCC-related reporting and insight on operational accountabilities, e.g. backorders, IT incidents, gift cards, and additionally, use the insights gained to effectively enhance/evolve SOPs. Manage CCC hardware needs and software access, including some audit and record keeping.Financial and Compliance Ad-hoc Support
Provide Ad-hoc Support to CCC Operational Financial and Compliance needs. E.g. Administrative support to Internal Audit reporting, providing insight into chargeback or payment failure, supporting primary daily functions during colleague leave.Requirements:
Prior Contact Centre or retail experience in an operations role with comprehensive knowledge of order flow, inventory management, client service, administration, and shipping. Analytical skills Organized and detail oriented. Ability to work well independently and with clients, peers, and management. Flexibility to perform different tasks based on day-to-day business needs. Superior communication and interpersonal skills. Must have authorization to work and remain in the UK Ability to work overtime and remain flexible with work schedule; weekends are required. Ability to manage project works and to meet deadlines.Preferred:
Previous sales (inc. familiarity with sales order entry systems and order management) or service experience in a retail, ecommerce or contact centre environment. Familiarity with client communication and e-commerce associated technology, navigation, and terminology. Experience as a contributor within project teams related to IT deployments. Client-centric understanding applied to tailor operational actions and solutions that address client concerns and assist advisors to diffuse client issues. Professional fluency (written and verbal) in a second language relevant to the EMEA markets supported. Familiarity with jewelry, watches, clocks, and silver products Experience with e-com and MOTO Fraud Review Applications and Contact Centre WFM applications.