lead, Partner Contact Center (Remote)
About the position
As a lead in the Partner Contact Center at Starbucks, you will play a crucial role in enhancing the partner experience and supporting the company's culture. This position is designed for individuals who are passionate about developing others and improving operational processes. You will be responsible for providing partner development and functional training solutions, as well as facilitating quality assurance evaluations for the Partner Contact Center. Your efforts will contribute significantly to the success of Starbucks by ensuring that partners are well-equipped to deliver exceptional service and support to customers. In this role, you will work closely with your peer team to coordinate training initiatives, quality assurance measures, and resource management. You will create updates and facilitate the department's training program, regularly gathering feedback to evaluate its effectiveness and making necessary adjustments to keep pace with advancements in contact center technology. Your collaboration with subject matter experts, supervisors, and managers will be essential in establishing processes, procedures, and standards that enhance productivity and accuracy while eliminating redundancy. The lead position requires a proactive approach to problem-solving and continuous improvement, ensuring that the Partner Contact Center operates efficiently and effectively. You will be instrumental in driving initiatives that foster a positive work environment and contribute to the overall success of the team and the organization.
Responsibilities
- Coordinate training, quality assurance, and resource management within the Partner Contact Center.
- Create updates and facilitate the department training program, gathering feedback for evaluation.
- Assist in establishing processes, procedures, and standards with subject matter experts and management.
- Identify and implement process improvements to increase productivity and accuracy.
Requirements
- 3 years of experience in customer service, human resources, or shared services environment.
- 3 years of problem-solving experience in a fast-paced environment.
- 1 year of experience driving continuous improvement initiatives.
- Strong verbal and written communication skills.
Nice-to-haves
- Experience in a leadership role within a contact center environment.
- Familiarity with contact center technology and training methodologies.
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Benefits
- Medical, dental, and vision insurance coverage.
- Basic and supplemental life insurance options.
- Short-term and long-term disability insurance.
- Paid parental leave and family expansion reimbursement.
- Paid vacation from date of hire, sick time, and paid holidays.
- 401(k) retirement plan with employer match.
- Discounted company stock program and Starbucks equity program.
- 100% upfront tuition coverage for a first-time bachelor's degree through Arizona State University.
- Access to backup care and DACA reimbursement.
