It’s great being part of a culture where entrepreneurship and team spirit are not just buzzwords. If you love working with a great group of people and desire the opportunity to grow, this is the place for you.
This position is responsible for overseeing the day-to-day operations of the team to ensure quality response, consistent follow-up and communication, accurate incident tracking, reporting and resolution, appropriate problem touting and escalation, development of support procedures, adequate staffing levels for inbound coverage, and timely resolution of requests to exceed or meet established service level agreements (SLA’s) This position will also build and manage the customer support team and ultimately drive the development of a climate of superior customer service, and a high performing, goal-oriented staff.
The functions listed describe the business purpose of this job. Specific duties or tasks may vary and be documented separately. The employee might not be required to perform all functions listed. Additional duties may be assigned and functions may be modified according to business necessity. All functions, duties or tasks are to be carried out in an honest, ethical and professional manner and to be performed in conformance with applicable company policies and procedures. In the event of uncertainty or lack of knowledge of company policies and procedures, employees are required to request clarification or explanations from supervisors or authorized company representatives.
Manages all day-to-day call center operations to client satisfaction and business expectations
Ensures maximum productivity and utilization through meeting performance targets and maintaining appropriate staffing levels.
Evaluates and communicates client issues and trends to supervisor and provides recommendations.
Manages processes within the call center and makes changes to maximize the efficiency and effectiveness of call center associate’s efforts.
Performs all duties inherent in the role of a manager including hiring, termination, review and development of associates.
Drives the culture in the call center and throughout the company to ensure unity of vision.
Excellent conflict management skills for the purpose of resolving escalated employee and client complaint issues.
Solid communication skills to effectively deal with various levels of management, staff and/or outside contracts.
Ability to think strategically and identify critical success factors when developing strategy and plans for assigned areas of responsibility.
Ability to proactively develop and maintain solid business partnerships to ensure success in balancing the department and client needs with the legal and financial expectations of the organization.
Establishes and monitors supervisory team, members performance against established goals and takes appropriate action when necessary
Works with supervisors regularly to coach, train and develop a team.
Uniformly enforces policies and procedures among associates and takes appropriate actions to correct non-conforming conduct.
Assists in answering phone calls when service levels are in jeopardy.
Participates in special projects and performs additional duties ad required
Must be available to work weekends.
MINIMUM ELIGIBILITY REQUIREMENTS
Bachelor’s degree and 4 years of inbound/outbound call center experience, or an equivalent combination of education and experience sufficient to perform the essential functions of the job, as determined by the company. Additional relevant experience can be substituted for the required education on the basis of one calendar year of experience for one academic year of education.
Demonstrated success leading transformation of customer service function by leveraging both people and technology to achieve world class customer satisfaction
Minimum of 2 years business experience as a call center manager
Proven ability to lead a team and to influence senior
Excellent written and verbal communication skills
Excellent interpersonal and communication skills
A true passion for creating great customer service and the ability to translate the passion into process and procedures to deliver measurable, consistent results for customers
Strong computer competency, with previous experience in order entry, account management, ERP, CRM, software, call centers and computer systems
Knowledge of call center technology, including phone and workforce management systems
Strong problem analysis and problem resolution at a functional level
WORKING CONDITIONS (TRAVEL, ENVIRONMENT)
Limited travel required including car travel
The noise level in the work environment is typically quiet to moderate.
Sedentary Work – Ability to exert 10 - 20 pounds of force occasionally, and/or negligible amount of force 5frequently to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time.
NOTE: All duties and responsibilities listed are considered to be essential job functions and requirements, and are subject to possible modification to reasonably accommodate individuals with disabilities. Marginal functions of the position (those that are incidental to the performance of fundamental job duties) have not been included. However, the omission of specific statements of duties does not exclude them from the position if the work is similar, related or logical assignment to the position.
This job description does not constitute an employment agreement between the employer and the employee, and is subject to change by the employer as the needs of the business and requirement of the job change.
Equal Employment Opportunity:
Floor & Decor is an equal opportunity employer and is committed to equal opportunity for all associates and applicants. F&D recruits, hires, trains, promotes, compensates and administers all personnel actions without regard to race, color, religion, sex, sex stereotyping, pregnancy (which includes pregnancy, childbirth and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, gender expression, national origin, age, mental or physical disability, ancestry, medical condition, marital status, military or veteran status, citizenship status, sexual orientation, genetic information or any other status protected by applicable law.
This policy applies to all areas of employment, including recruitment, testing, screening, hiring, selection for training, upgrading, transfer, demotion, layoff, discipline, termination, compensation, benefits and all other privileges, terms and conditions of employment. This policy and the law prohibit employment discrimination against any associate or applicant on the basis of any legally protected status outlined above.