Stuller, Inc.

  • Contact Center Senior Manager

    Job Locations US-LA-Lafayette
    Posted Date 1 month ago(3/20/2018 10:42 AM)
    Req No.
    Work Hours
  • 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.


    • 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


    • 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


    • 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.


    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed