1+ months

Manager, Customer Service Contact Center

Houston, TX 77002
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\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cstrong\u003EPOSITION PURPOSE\u003C/strong\u003E\u003Cbr /\u003E The Contact Center Manager 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 Contact Center Director or the Sr. Contact Center Manager and is directly responsible for the customer experience on inbound calls/communication. The Contact Center Manager operates directly through a team of exempt level supervisor to communicate expectations, ensure department performance outcomes, and drive support of strategies tied to outstanding customer service, adherence to quality standards and performance metrics.\u003Cbr /\u003E \u003Cstrong\u003EMAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES\u003C/strong\u003E\u003Cbr /\u003E 25% Sets or assists in setting department priorities and directly manages supervisors towards the achievement of department objectives and goals. \u003Cbr /\u003E 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. \u003Cbr /\u003E 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. \u003Cbr /\u003E 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. \u003Cbr /\u003E 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.\u003Cbr /\u003E \u003Cstrong\u003ENATURE AND SCOPE\u003C/strong\u003E\u003Cbr /\u003E Position reports to Senior Manager, Contact Center\u0026nbsp;\u003Cbr /\u003E 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.\u003Cbr /\u003E \u003Cstrong\u003EENVIRONMENTAL JOB REQUIREMENTS\u003C/strong\u003E\u003Cbr /\u003E \u003Cstrong\u003EEnvironment:\u003C/strong\u003E\u003Cbr /\u003E Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable\u003Cbr /\u003E \u003Cstrong\u003ETravel: \u003C/strong\u003E\u003Cbr /\u003E Typically requires overnight travel less than 5% of the time. \u003Cbr /\u003E \u003Cstrong\u003EAdditional Environmental Job Requirements: \u003C/strong\u003E\u003C/div\u003E\u003Cdiv data-field=\u0022Postion_Requirement\u0022 class=\u0022Requirement\u0022\u003E\u003Cstrong\u003EMINIMUM QUALIFICATIONS\u003C/strong\u003E\u003Cbr /\u003E Must be eighteen years of age or older.\u003Cbr /\u003E Must be legally permitted to work in the United States.\u003Cbr /\u003E \u003Cstrong\u003EAdditional Minimum Qualifications:\u003C/strong\u003E\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EEducation Required:\u003C/strong\u003E\u003Cbr /\u003E The knowledge, skills and abilities typically acquired through the completion of a associate\u0027s degree program or equivalent degree in a field of study related to the job\u003Cbr /\u003E \u003Cstrong\u003EYears of Relevant Work Experience: \u003C/strong\u003E5 years\u003Cbr /\u003E \u003Cstrong\u003EPhysical Requirements:\u003C/strong\u003E\u003Cbr /\u003E 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.\u003Cbr /\u003E \u003Cstrong\u003EAdditional Qualifications:\u003C/strong\u003E\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EPreferred Qualifications:\u003C/strong\u003E\u003Cbr /\u003E Bachelor\u0027s Degree preferred 5 - 7 years of call center or customer service leadership experience \u003Cbr /\u003E Proven track record of performance management, coaching and mentoring work teams, documenting processes, analyzing trends and achieving exceptional levels of customer service. \u003Cbr /\u003E Experience with analysis, problem solving and project management.\u003Cbr /\u003E \u003Cstrong\u003EKnowledge, Skills, Abilities and Competencies:\u003C/strong\u003EDemonstrated success in developing and managing people and processes in a Customer Service Organization.\u003Cbr /\u003E Ability to achieve results despite large workload and competing demands. \u003Cbr /\u003E Practical understanding of customer service/order entry systems and proficient PC Skills (Word, Excel, PowerPoint) \u003Cbr /\u003E Excellent and effective oral and written communication skills. \u003Cbr /\u003E Proven ability to meet deadlines, manage multiple priorities and achieve results in a fast paced and demanding work environment. \u003Cbr /\u003E Demonstrated ability to foster an environment of team work, customer satisfaction, communication, approachability and empowerment.\u003C/div\u003E
Posted: 2021-08-04 Expires: 2021-11-01
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Manager, Customer Service Contact Center

Home Depot
Houston, TX 77002

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