We are looking for the Contact Center Manager to support the Operations and CX Director in creating an environment oriented to trust, open communication, creative thinking, and cohesive team effort.
Assist in managing departmental staff and workflow to ensure Service Level Agreements are met.
Coach, mentor, and motivate team members and assist Director in assessing performance.
Provides support to management, including training, and keeps management updated on team performance.
Communicate concerns and policies among management and team members.
*RESPONSIBILITIES:*
* Talent selection - Sourcing, Selection, Hiring, On-Boarding Training
* Develop and roll out robust training documents and guides
* Overall Coaching, Training and Development
* Scheduling and staffing to ensure meeting of both task SLA’s while staying within Productivity expectations.
* Design and manage effective call routing systems within the phone system and ticket environments.
* Managing multi-channel tickets and tasks including Phone, Chat, E-mail, Marketplace and E-Commerce Orders
* Manage customer service interactions including Returns, complaints and low scored surveys
* Managing effective outbound calling for customer service tickets such as Shipment update dates, hygiene calls and other.
* Establish overall contact center goals and objectives and delegate to the reps their respective goals and objectives for weekly review.
* Ensuring sales conversion on tasks to support company revenue targets.
* Develop, run, analyze and deliver monthly reports for productivity, quality and sales conversion performance.
* Manage contact center technology including software for tickets, chat, phone and ERP
* work with IT to implement key projects such as ERP to Telephony integration and upgrades changes to systems.
* Work closely with outside IT vendors on managing and improving business systems.
* Able to work from 10:00 am to 7:00 pm EST
* Consistently demonstrates focus, clarity and values alignment across the department.
* Achieves agreed-upon goals by exercising strong leadership, effective management, and holding team accountable.
* Communicate with internal teams to improve quote conversions; responsible for ensuring team members meet or exceed target quote conversion goals
* Respond effectively to escalated customer issues
*EXPERIENCE:*
* 3-5 years of work experience in a call center supervisor role with managing the team up to 25 staff
* Experience in Product based businesses, ideally some form of business supplies selling to Direct B:B customers
* Comfortable with high paced, high order volume environments.
* Experience with Hubspot Service Hub or Zen Desk; Ring Central or similar Telephony platform.
* Experience with ERP system such as Epicor, Netsuite, Infor or similar.
* Comfortable in hands-on environment where candidate must be able to do any role done by their staff.
* Specialized training in management, team-building and industry-specific terminology may be required.
* Strong problem-solving skills
* Strong verbal & written communication abilities
Job Type: Full-time
Pay: $60,000.
00 - $85,000.
00 per year
Work Location: In person
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