[Hiring] Contact Center Manager @Harbor Freight

Role Description

Our Contact Center Managers lead and inspire their teams to provide an exceptional customer experience in every interaction with customers. They balance engagement and recognition with accountability for high performance. Our Contact Center Managers lead with vision, share the why’s behind initiatives, and effectively manage change. They create a culture of high performance, accountability, continuous improvement and teamwork. They support a professional, engaging and fun environment to bring out the best in their teams.

Responsibilities:

• Customer Experience
  • Lead by example
  • Champion the customer experience
  • Empower teams to overcome obstacles
  • Reward great service
• Operational Execution
  • Improve KPI’s through behavioral coaching
  • Monitor and adjust staffing daily
  • Maintain appropriate service levels
  • Challenge status quo
• Talent Optimization
  • Utilize interview guides and hire right
  • Demonstrate effective feedback and coaching
  • Drive performance management
  • Build high performing teams
• Profit Maximization
  • Control overtime and cross train as needed
  • Manage expenses
  • Empower with company in mind
  • Deliver on operational objectives
• Planning & Priority Setting
  • Sets goals and objectives, and breaks down work into process steps
  • Spends time and time of others on what’s important
  • Eliminates roadblocks
• Building High Performance Teams
  • Acquires and retains the right talent
  • Trains, coaches and provides feedback
  • Develops team and positions them for growth
• Motivating Others
  • Creates a climate in which people want to do their best
  • Motivates and inspires direct reports and teams
  • Makes each individual feel their work is important
• Managing Vision & Purpose
  • Makes the company vision sharable by everyone
  • Can inspire and motivate the entire team
  • Is forward looking and talks beyond today
• Managerial Courage
  • Does not hold back what needs to be said and is not afraid to take action
  • Provides on-time, direct, complete, and actionable positive and corrective feedback to others
• Customer Focus
  • Role models delivering an exceptional customer experience every time
  • Uses good judgment and acts with teams and customers in mind
  • Understands and teaches how operational execution directly affects the customer experience
  • Establishes and maintains positive interactions with customers, peers and associates through respectful and effective communication

Qualifications

• 5+ years’ supervisory experience in Customer Service, Retail, or Hospitality required
• Strong computer skills, including MS Office (Excel, Word) required
• Bachelor’s Degree, preferably with a business or communications focus or equivalent experience

Requirements

• Contact Center Managers are required to have a space within their home to create a desk setup that is conducive to remote work.
• An internet speed of 1GB or greater is required (HFT supports all Contact Center Associates with a monthly Internet Allowance to offset cost of maintaining 1GB speed).

Benefits

• The anticipated salary range for this position is $93,000-$139,500 depending on location, knowledge, skills, education and experience.
• This position is also eligible for an annual discretionary bonus.
• Comprehensive and competitive benefits to Associates (and their families) such as medical, dental, vision, life insurance, short-term and long-term disability.
• Eligible Associates are able to enroll in our company’s 401k plan.
• Associates will accrue paid time off up to 200 hours per year (inclusive of PTO, floating holidays, and paid holidays).
• Paid sick time up to 80 hours per year unless otherwise required by law.