16 days old

Senior Manager Contact Center - Online

Ogden, UT 84401
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\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cp style=\u0022margin: 0in 0in 8pt;\u0022\u003E\u003Cspan style=\u0022color: black; line-height: 107%; font-family: \u0027Verdana\u0027,sans-serif; font-size: 7.5pt;\u0022\u003E***Eligibility requirements for Internal associates: 6 months\u0026rsquo; time in position, meeting all performance metrics and in good standing***\u003C/span\u003E\u003C/p\u003E\u003Cstrong\u003EPOSITION PURPOSE\u003C/strong\u003E\u003Cbr /\u003E The Sr Manager, Contact Center provides leadership, direction and ongoing management for inbound customer service contact center department. This position will develop operating plans for delivering excellent customer service while exceeding quality standards and performance metrics. The position is responsible for driving and maintaining elevated performance and profitability through execution of Contact Center projects in the areas of productivity enhancements, customer service enhancements and process improvement efforts. The Sr Manager, Contact Centers will lead a team to achievement of business goals and objectives.\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EMAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES\u003C/strong\u003E\u003Cbr /\u003E 25% Drive department performance towards achievement of quality standards and performance metrics. Ensure priorities align with objectives and goals. \u003Cbr /\u003E 20% Analyze data to identify and implement process improvements which seek to increase team efficiency and effectiveness \u003Cbr /\u003E 25% Aggressively identify and address performance deficiencies by developing and executing performance improvement plans \u003Cbr /\u003E 10% Maintain and report on service level standards and manage department operations within budget \u003Cbr /\u003E 10% Provide actionable insight to business partners on customer trends and opportunties to drive customer satisifaction through site improvements\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003ENATURE AND SCOPE\u003C/strong\u003E\u003Cbr /\u003E Typically reports to Dir, Contact Center \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 \u003Cbr /\u003E \u003Cstrong\u003EENVIRONMENTAL JOB REQUIREMENTS\u003C/strong\u003E\u003Cbr /\u003E Typically located in a comfortable indoor area. There may be regular exposure to mild physical discomfort from factors such as dust, fumes or odors, temperature extremes, loud noise, strong drafts, or bright lights.\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003ETravel: \u003C/strong\u003E\u003Cbr /\u003E Typically requires overnight travel 5% to 20% of the time.\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 \u003Cbr /\u003E \u003Cstrong\u003EEducation Required:\u003C/strong\u003E\u003Cbr /\u003E The knowledge, skills and abilities typically acquired through the completion of a bachelor\u0027s degree program or equivalent degree in a field of study related to the job.\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EYears of Relevant Work Experience: \u003C/strong\u003E6 years\u003Cbr /\u003E \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 \u003Cbr /\u003E \u003Cstrong\u003EPreferred Qualifications:\u003C/strong\u003E\u003Cbr /\u003E 5 - 7 years managing multi leveled customer support organization \u003Cbr /\u003E Previous experience and proven ability building and managing a large team \u003Cbr /\u003E Retail or sales environment experience \u003Cbr /\u003E Experience in process management and driving performance against metrics\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EKnowledge, Skills, Abilities and Competencies:\u003C/strong\u003EAbility to influence, lead and manage large department \u003Cbr /\u003E Strong business acumen in operations and process improvement \u003Cbr /\u003E Highly skilled communicator and influencer with all levels of an organization \u003Cbr /\u003E Results oriented leader who sets aggressive goals, consistently overachieves against plan, and constantly searches for new opportunities to improve performance \u003Cbr /\u003E Passion for customer service. Demonstrated suceess developing, motivating and managing people and processes in customer service organization \u003Cbr /\u003E Track record of success in achieving high-impact business results in a complex and multi-business-line work environment.\u003C/div\u003E
Posted: 2020-09-11 Expires: 2020-10-11
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Senior Manager Contact Center - Online

Home Depot
Ogden, UT 84401

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