[Hiring] Manager, Contact Center Operations @Kobie Marketing

Role Description

Are you an experienced contact center manager who thrives on ensuring amazing customer service, meeting contractual service level agreements, executing at both a tactical and strategic level, and leading your teams to do great things? Do you embody a ‘can-do’ attitude, maintain composure no matter what, and develop your team to take on their next set of responsibilities? If you said yes to these questions, and you truly love leading and guiding a growing contact center, then you might just be the right person for the role.

In this role, you will provide day-to-day tactical management and execution of a Tier 1 contact center which supports multiple clients’ loyalty program customers by phone, email, and chat. You will translate the organizations’ strategic goals into tactical deliverables. You will provide guidance, assistance, coaching and feedback to your supervisory team while ensuring that service levels and customer satisfaction goals are being met at all times.

How you will make an impact

• Learn specific client loyalty program guidelines, initially and ongoing.
• Meet all client requirements for service level and customer satisfaction.
• Serve as a resource for your team for questions and assistance.
• Ensure consistency and reliability in contact center agent/customer interactions through call, email, and chat calibration sessions with supervisory team.
• Establish short-term/mid-term/long-term performance goals with supervisory staff.
• Develop supervisor skillsets to ensure competency within current role and develop skillsets for applicable future roles.
• Approach each day with a positive, professional, customer-centric & team-oriented outlook.
• The ability to communicate in a clear, concise & helpful manner both orally and in writing.
• The ability to take ownership of queue service levels and be held accountable to any shortcomings.
• The big-picture ability to ensure effective agent schedules to meet customer needs.
• The ability to de-escalate customer situations through effective communication and problem-solving skills, taking ownership of all such issues through to customer resolution.
• The ability to learn and efficiently use all internal tools and resources.
• The ability to work independently, following directions and instruction regarding your role.
• Adhere to, and ensure your teams’ adherence to, company policies and procedures relating to servicing customer accounts and supervising employees.
• Serve as a point person and resource for peers and other coworkers to assist with service delivery.
• Work with internal and external customers and clients to understand trends and emerging issues, and work with parties responsible for the effective resolution of any such trends or issues.
• Interact daily with agents to build team morale and demonstrate support.
• Develop and deliver center activity reporting; be knowledgeable of events that impact(ed) team performance.

Qualifications

• Experience working in a small contact center and fast-moving growth environment.
• Advanced computer knowledge with a high level of expertise in Microsoft Excel, Word, and PowerPoint.
• A ‘whatever it takes’ attitude to care for customers, agents, and the business.
• Ability to demonstrate flexibility and agility with changes in work processes and the work environment.
• Strong ability to multitask and meet deadlines.
• Ability to make smart decisions quickly or under pressure.
• Advanced emotional intelligence and customer-centric service orientation.
• Excellent problem-solving ability and the ability to teach/guide supervisory staff through problem-solving events.
• Excellent communication skills (verbal, written, and listening).
• Advanced level of accuracy and attention to detail.
• Excellent coaching & feedback delivery ability.
• Able to evaluate multiple reports for trend patterns with the ability to decision off of multiple data elements.
• Knowledge of WFM teams and responsibilities in the contact center.

Requirements

• At least 2 years’ college; degree preferred.
• 4-6 years of related, relevant experience.

Benefits

• Flexible Time Off to recharge when needed.
• Nine Company-Wide Holidays.
• A diverse suite of benefits prioritizing your growth, development, and personal well-being.