Molly Krause serves as the Director of Customer Service at Camping World, where she leverages her extensive experience in call center operations and customer service to drive exceptional customer experiences. With a focus on performance management and change leadership, Molly oversees the daily operations of...
Molly Krause serves as the Director of Customer Service at Camping World, where she leverages her extensive experience in call center operations and customer service to drive exceptional customer experiences. With a focus on performance management and change leadership, Molly oversees the daily operations of a robust 300+ seat contact center, ensuring that her team consistently meets and exceeds performance metrics. Her leadership is characterized by a commitment to developing talent; she is responsible for the hiring, onboarding, training, and ongoing development of over 150 new employees each year.
Molly's formal training in situational leadership empowers her to adapt her management style to meet the diverse needs of her team, fostering an environment that encourages growth and innovation. Her proactive approach to employee relations and supervisory skills has resulted in a highly motivated workforce, capable of navigating the fast-paced demands of the industry. Additionally, her strategic relationships with business leaders, external partners, and recruitment agencies enhance the center's operational efficiency and effectiveness.
Key projects under her direction include the launch of new customer outreach initiatives aimed at improving customer satisfaction and retention rates. By implementing data-driven strategies and performance metrics, Molly ensures that the contact center not only meets its operational goals but also contributes to Camping World’s overarching mission of delivering unparalleled service to its customers. Her passion for customer experience and dedication to employee development make her a vital asset to the organization, driving both team success and customer loyalty.
