Stuller, Inc.

  • Contact Center Senior Manager

    Job Locations US-LA-Lafayette
    Posted Date 1 month ago(3/20/2018 10:42 AM)
    Req No.
    2018-6187
    Type
    Full-Time
    Category
    Sales
    Work Hours
    Varies
  • Overview

    The role of Senior Manager will be to manage the daily operations of a high touch, highly complex Contact Center focusing on: Order, Returns, Support and Service.  This key position will serve as the nexus of resolution for customer and business impacting service items.

    Qualifications

    • Bachelor’s degree in a relevant discipline required; equivalent combination of education and experience will be considered
    • 5-10 years of relevant senior leadership experience of a Contact Center, Internal Operations Contact Center, or Customer Support function
    • Experience managing cases through phone, email, and chat support
    • Experience managing remote employees
    • Experience in coaching and training
    • Experience with Contact Center metrics and standards
    • Knowledgeable user of Microsoft Office

    Responsibilities

    • Manage a team of leaders in a B2B contact center with high touch service metrics in multiple support queues including phone, social media, chat and email
    • Coach, motivate, and provide tactical direction and feedback to support team; conduct regular daily meetings, huddles, side by side coaching sessions and up-training sessions
    • Nurture a positive work environment, and ensure that the team is fully supported with company directives, product changes, and open service issues
    • Maintain a close relationship with the operational team and empower them with known service issues and propose resolutions
    • Build and foster key relationships with senior leadership across the organization to ensure that issues are being communicated on a real time basis
    • Develop scorecards for Associates and Leaders to drive accountability and transparency
    • Ensure that all scorecards, QAs, Cases and other reports are handled/completed in specified time frames
    • Suggest and implement changes that are needed to move the department in a positive direction
    • Other duties as assigned

    Desirable

    • Experience managing leaders
    • Experience managing B2B Sales & Support
    • Experience managing at least 5 direct reports
    • Experience scaling and growing new departments
    • Experience with Contact Center Telephony (ideally Avaya products)
    • Experience with Salesforce, Netsuite or other cloud CRM
    • Experience with Oracle
    • Experience with Contact Center Quality Assurance & Training
    • Prior use of WFM tools (Blue Pumpkin, IEX, Aspect, ININ), reporting tools and data BI tools 
    • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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