Full Job Description
Senior Customer Service Workforce Manager
12355 Uline Way, Kenosha, WI 53144
Customer Service is the heartbeat of our company. We depend on our Call Center employees to serve our customers and fulfill our promise of reliability.
Uline is proud to operate as a drug-free workplace. All new hires must complete a pre-employment drug screening.
Oversee Customer Service Workforce operations including forecasting, scheduling, reporting and analytics.
Establish Customer Service staffing plans, track performance and create accountability across the Workforce Management team
Analyze Customer Service department results to identify trends and opportunities for continuous improvement.
Serve as a mentor to Customer Service team members.
Communicate Customer Service scheduling procedures and policies to branch management teams.
Maintain and build relationships with key business stakeholders, including IT, branch managers, branch customer service managers and third-party providers.
5+ years customer service management experience.
Available for travel to Uline's North American locations.
Complete insurance coverage that includes medical, dental, vision and life insurance, Flexible Spending Accounts and wellness programs.
401(k) with 5% employer match.
Paid holidays and generous paid time off.
Bonus programs that include annual performance, sales goals and profit sharing.
Scholarship program for children of employees.
On-site café and outdoor patio.
First-class fitness center.
Beautifully maintained walking trails.
Free chair massages.
Numerous employee appreciation events throughout the year.
Opportunities for community involvement.
Uline is the leading distributor of shipping, industrial and packaging materials to businesses throughout North America. We're a family-owned company whose incredible service, huge inventory and quality products fuel our ongoing expansion and growth. We offer same-day shipping on over 37,500 products in our 812-page catalog and on our state-of-the-art e-commerce website.
Each resume submitted gets individually reviewed by our team and retained for 24 months in case a great opportunity opens for you to join our Uline family.