Contact Center Operations Manager

4 weeks ago

Saint Petersburg, United States Kobie Full time
Job DescriptionJob Description

Why you will love working for a National Top Workplace

We are a global leader in loyalty marketing.

We work with some of the most well-known brands in the world to deliver market-leading, end-to-end loyalty solutions to enable customer experiences. With a strategy-led, technology-enabled approach, we are consistently named an industry leader by Forrester. The programs we deliver reach more than 330M consumers through loyalty. The impact of these loyalty programs affords us deep brand partnerships, owning a niche in the loyalty space where outcomes matter most.

We are a mission and values driven company.

Our mission is to grow enterprise value through loyalty for our clients. Every role within Kobie has a purpose and directly contributes to us achieving this mission.

We are values driven at every point. Over our 30+ year journey, we've created a fun, high-trust, transparent workplace. We believe in leadership and ownership. Our hybrid work environment, personal holidays, casual dress code and focus on diversity and inclusion add to a culture that makes our teammates proud. That pride shines through in the work we do for our clients.

About the team and what we'll build together

Are you an experienced Contact Center Manager who thrives on ensuring amazing customer service, meeting contractual service level agreements, executing at both a tactical and strategic level, and leading your teams to do great things? Do you embody a 'can-do' attitude, maintain composure no matter what, and developing your team to take on their next set of responsibilities? If you said yes to these questions, and you truly love leading and guiding a growing contact center, then you might just be the right person for the role.

How you will make an impact

In this role, you will provide day-to-day tactical management and execution of a Tier 1 contact center which supports multiple clients' loyalty program customers by phone, email, and chat. You will translate the organizations' strategic goals into tactical deliverables. You will provide guidance, assistance, coaching and feedback to your supervisory team while ensuring that service levels and customer satisfaction goals are being met at all times.

  • Learn specific client loyalty program guidelines, initially and ongoing.
  • Meet all client requirements for service level and customer satisfaction.
  • Serve as a resource for your team for questions and assistance.
  • Ensure consistency and reliability in contact center agent/customer interactions through call, email, and chat calibration sessions with supervisory team.
  • Establish short-term/mid-term/long-term performance goals with supervisory staff.
  • Develop supervisor skillsets to ensure competency within current role and develop skillsets for applicable future roles.
  • Approach each day with a positive, professional, customer-centric & team-oriented outlook.
  • The ability to communicate in a clear, concise & helpful manner both orally and in writing.
  • The ability to take ownership of queue service levels and be held accountable to any shortcomings.
  • The big-picture ability to ensure effective agent schedules to meet customer needs.
  • The ability to de-escalate customer situations through effective communication and problem-solving skills, taking ownership of all such issues through to customer resolution.
  • The ability to learn and efficiently use all internal tools and resources.
  • The ability to work independently, following directions and instruction regarding your role.
  • Adhere to, and ensure your teams' adherence to, company policies and procedures relating to servicing customer accounts and supervising employees.
  • Serve as a point person and resource for peers and other coworkers to assist with service delivery.
  • Work with internal and external customers and clients to understand trends and emerging issues, and work with parties responsible for the effective resolution of any such trends or issues.
  • Interact daily with agents to build team morale and demonstrate support.
  • Develop and deliver center activity reporting; be knowledgeable of events that impact(ed) team performance.

What you need to be successful

  • Experience working in a small contact center and fast-moving growth environment.
  • Advanced computer knowledge with a high level of expertise in Microsoft Excel, Word, and PowerPoint
  • A 'whatever it takes' attitude to care for customers, agents, and the business
  • Ability to demonstrate flexibility and agility with changes in work processes and the work environment.
  • Strong ability to multitask and meet deadlines.
  • Ability to make smart decisions quickly or under pressure.
  • Advanced emotional intelligence and a customer-centric service orientation
  • Excellent problem-solving ability and the ability to teach/guide supervisory staff through problem solving events.
  • Excellent communication skills (verbal, written, and listening)
  • Advanced level of accuracy and attention to detail
  • Excellent coaching & feedback delivery ability
  • Able to evaluate multiple reports for trend patterns with the ability to decision off of multiple data elements.

Our teammates are at the heart of everything we do

Healthy people are happy people, which makes mental and physical health a top priority at Kobie. From robust health insurance and benefits options to free fitness programs like FitOn, to generous vacation time for yourself, we support your health needs fully. In today's job market, we know that employees are choosing only what works best for their life. For those that want career growth, Kobie is the perfect place. We have developed a comprehensive people strategy that helps every teammate know how to advance and progress on their career journey. Beyond title progression, Kobie's competitive pay, 401k matching, annual profit sharing and bonuses all make Kobie a perfect place to build your career.

Kobie a place for all

We don't just accept differences – we embrace, share, and celebrate them

Employment at Kobie is based solely on a person's merit and qualifications, directly related to professional competence. We do not discriminate against any teammate or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis under the law.

We are fiercely committed to fostering a workplace where teammates draw upon their own diverse backgrounds, experiences, and perspectives so that they feel welcomed to bring their authentic self to work every day. While our leadership team fully and completely supports our policy of nondiscrimination and equal opportunity, all teammates share the responsibility to ensure we incorporate the principles of equity, diversity, and inclusion throughout Kobie.

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