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Manager of Call Center Customer Services

3 months ago

Miami, United States SW Corp Full time
Job DescriptionJob Description

Overview:

As the Manager of Call Center Customer Services at SWCORP e-Commerce, you will play a crucial hybrid role, integrating the responsibilities of a Manager of Call Center Customer Services. You will lead our customer service and technical support teams, overseeing CRM, live chat, and phone support operations. Your leadership will ensure the department operates efficiently and cost-effectively while driving sales through strategic customer service.

SWCORP is eager to find a sales-centric Manager of Call Center Customer Services who understands that every customer issue is an opportunity. You will lead our customer service and technical support teams and manage the CRM system to create metrics through reporting to measure success. These metrics will include live chat, phone support, ticket resolution, customer escalations, and service operations. Your leadership will ensure the department operates efficiently and cost-effectively while driving sales through strategic customer service. You will partner with multiple departments in a support role to ensure the customer service department is best in class.

Responsibilities:

  • Team Leadership and Development: Oversee and develop a team of customer service and tech support professionals, ensuring high morale and exceptional training standards. Motivate the team and track performance to identify opportunities for improvement.
  • Process Optimization and Innovation: Manage, refine, and innovate customer service processes to enhance efficiency and customer satisfaction.
  • Customer Satisfaction and Escalation Handling: Set ambitious customer satisfaction goals and handle escalated issues professionally until the issue has been resolved.
  • Quality Assurance and SLA Management: Develop and audit quality assurance strategies to maintain world-class service standards. Implement strategies to ensure service level agreements are consistently met.
  • Operational Excellence: Establish a robust meeting cadence that includes both developmental and operational meetings to ensure strategic alignment and team development.
  • Interdepartmental Coordination: Liaise with quality assurance, logistics, marketing, and supply chain departments to share ideas and best practices.
  • Sales and Marketing Integration: Collaborate closely with the sales team, create B2B pricing bids, and conduct marketing email blasts to B2B clients.
  • Revenue and Cost Management: Proactively identify revenue-generating and cost-cutting opportunities to enhance the overall performance of SWCORP.
  • E-commerce Expertise: Previous experience with back-end access to Shopify, WordPress, and Commerce Hub. Familiarity with portals for Wayfair, Walmart, and Houzz is beneficial; add Overstock.
  • CRM and Technology Implementation: Strong experience with Zendesk or similar CRM platforms; ability to implement new technologies from scratch.
  • Sales Interaction: Strong interaction with the sales team; sales experience is highly advantageous and considered a hybrid component of this role.
  • Phone Systems: Include management and optimization of phone systems as part of the customer service infrastructure.
Company DescriptionSW Corp is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.Company DescriptionSW Corp is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.