Call Center Manager

Call Center Manager We seek a customer-centric, energetic, and highly motivated individual to join our Call Center team. The Call Center Manager is responsible for continues improvement and accountability in employee and operational performance and customer experience/retention. The position requires knowledge of how to manage a high-caliber customer service organization, establish expectations, monitor performance, and provide real-time coaching on both inbound and outbound interactions. The manager will have oversight with 3 team leaders of our brand’s customer care support call center operation. The brands portfolio consists of Club Monaco based out of New York, La senza based out of Ohio and Current Media Group LLC based out of Colorado Springs, CO. The call center is in the north end of Colorado Springs. The responsibilities of Call Center Manager will include: Establishes expectations for high-quality customer interactions Creates and delivers a coaching and training plan to develop our Customer Care Representatives Optimizes the tools and resources at our disposal Implements measurements and KPIs reports to monitor performance and provide in the moment and weekly feedback to Customer Care Representatives to celebrate wins or develop when needed Accountable for agents and team performance of meeting KPI (Key Performance Indicators) targets and providing great service to our customers. Proactively communicates and tracks trends in customer interactions across the team Acts as the resource for escalations and approval requests Sets and maintains a work schedule and Customer Care Representatives paid time off requests Establishes staffing level plans to budget and seasonality of contacts Recruits and onboard Customer Care Representative, Responsible for all aspects of performance management and training Supervises and promotes a positive work environment following company policies, procedures, and philosophy Meet with team leaders on a regular base to provide customer and operational insight Preparing reports with key contact center metrics for senior management Solving people issues and involvement in HR processes Taking escalated calls if complex customer issues arise Doing effective resource planning to reach business goal Qualified candidate will have the following experience: 3 to 5 plus years of experience in a customer – facing role, such as a Customer Success, Customer Support or Account Manager in a call center environment 3+ years E-Commerce experience as a leader / manager Possess strong phone, written and verbal communication skills with presentation skills Bachelor’s degree in business or equivalent Demonstrated ability and desire to work and excel in a fast-paced environment Excellent multitasking and project management skills Understanding of Internet and web applications with a desire to learn new technologies Problem solving experience Confident, high energy, self-motivated, and a true team player Proficiency with MS Office Benefits include: ·Salary $70,000 to $82,000 annual Medical, dental, vision, HSA, FSA Free life insurance, STD and LTD 401K EAP PTO and Holidays Come join our family like atmosphere and a company that has shown stability in its portfolio. We look forward to meeting you soon! Job Type: Full-time Pay: $70,000.00 - $82,000.00 per year Benefits: 401(k) Dental insurance Disability insurance Employee assistance program Employee discount Flexible spending account Health insurance Health savings account Life insurance Paid time off Vision insurance Schedule: Day shift Monday to Friday Weekends as needed Work Location: In person