The Manager - Online Contact Center is responsible for understanding and translating Contact Center strategic goals into executable deliverables and for driving the overall execution of function specific business unit goals. This role reports directly to the Sr. Manager - Contact Center and is directly responsible for the customer experience on inbound calls/communication. The Contact Center Manager operates directly through a team of exempt level supervisors to communicate expectations, ensure department performance outcomes, and drive support of strategies tied to outstanding customer service, adherence to quality standards and performance metrics. The incumbent is a though leader who champions coaching of superior leadership skills of the supervisors and coaches to drive the very best customer service standards through review, execution, and feedback of effortless customer service deliverables.
MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
25% Sets or assists in setting department priorities and directly manages supervisors towards the achievement of department objectives and goals.
25% Works through direct reports to maintain excellent service level, monitor performance and ensure that business unit performance meets established expectations. Identifies variances and creates effective plans that provide timely resolution to performance gaps.
20% Acts as escalations path for complex customer concerns and periodically conducts real-time call/e-mail or chat monitoring and coaching in order to enhance service quality and increase productivity and department performance. Evaluates real time monitoring that supervisors conduct and provides guidance to these direct reports on performance trends and recommended solutions.
15% Contributes to continuous improvement initiatives by tracking customer issues, identifying patterns and root causes and then executing recommended solutions. Continuously evaluates procedures, policies, strategies and systems with the goal of maximizing customer satisfaction and retention.
15% Ensures positive working relationships and effective communication, and ensures that associates are equipped with information critical to the success of their roles. Builds and develops an effective high performance team. Works through direct reports to ensure competence and continuity of qualified CSR s through optimum selection, training and development, appraisal and motivation techniques.
NATURE AND SCOPE
Position reports to Senior Manager, Contact Center or Director, Contact Center
Accountable for the management of a department or functional group through subordinate supervisors/managers and for all personnel issues - including selection, termination, performance appraisal and professional development of subordinates.
ENVIRONMENTAL JOB REQUIREMENTS
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Typically requires overnight travel less than 10% of the time.
Additional Environmental Job Requirements: MINIMUM QUALIFICATIONS
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Additional Minimum Qualifications:
The knowledge, skills and abilities typically acquired through the completion of a associate's degree program or equivalent degree in a field of study related to the job.
Years of Relevant Work Experience: 5 years
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Bachelor's Degree preferred
5 - 7 years of call center or customer service leadership experience
Proven track record of performance management, coaching and mentoring work teams, documenting processes, analyzing trends and achieving exceptional levels of customer service.
Experience with analysis, problem solving and project management.
Knowledge, Skills, Abilities and Competencies:Demonstrated success in developing and managing people and processes in a Customer Service Organization.
Ability to achieve results despite large workload and competing demands.
Practical understanding of customer service/order entry systems and proficient PC Skills (Word, Excel, PowerPoint)
Excellent and effective oral and written communication skills.
Proven ability to meet deadlines, manage multiple priorities and achieve results in a fast paced and demanding work environment.
Demonstrated ability to foster an environment of team work, customer satisfaction, communication, approachability and empowerment.