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Contact Center Manager

3 months ago

Duncan, United States Travers Tool Co. Inc. Full time
Job DescriptionJob Description

Supports the Operations and CX Director in creating an environment oriented to trust, open communication, creative thinking, and cohesive team effort. Assist in managing departmental staff and workflow to ensure Service Level Agreements are met. Coach, mentor, and motivate team members and assist Director in assessing performance. Provides support to management, including training, and keeps management updated on team performance. Communicate concerns and policies among management and team members.

As a Contact Center Manager with Travers, you will be responsible for:

Customer Experience Leadership:

  • Leading the Customer Experience (service and order entry) Inbound Department.
  • Promoting a positive work environment.
  • Leading with the voice of the customer.
  • Ensuring professional development for Inbound CX staff.

Team Management and Development:

  • Motivating and inspiring team members.
  • Coaching team on customer needs, targets, techniques, and performance.
  • Assisting with delegating and directing workflow.
  • Assisting with hiring processes and new member training.
  • Monitoring team members work for quality and compliance.

Customer Service:

  • Providing quality customer service.
  • Interacting with customers, answering inquiries, and handling complaints.
  • Managing multi-channel tickets and tasks (Phone, Chat, Email, Marketplace, E-Commerce Orders).
  • Managing customer service interactions, including returns, complaints, and surveys.
  • Managing outbound calling for customer service tickets.

Training and Development:

  • Developing and rolling out training documents and guides.
  • Overall coaching, training, and development.
  • Scheduling and staffing to meet SLAs and productivity expectations.

Performance Analysis and Reporting:

  • Analyzing current Inbound Team processes and performance.
  • Developing solutions for improvement.
  • Establishing contact center goals and objectives.
  • Delivering monthly reports for productivity, quality, and sales conversion performance.

Technology Management:

  • Managing contact center technology, including software for tickets, chat, phone, and ERP.
  • Working with IT on key projects and system upgrades.
  • Collaborating with outside IT vendors to manage and improve business systems.

METRICS:

  • SERVICE SLA’s:
    • Inbound ticket resolution SLA: 95% within 1st reply (for Sales Opps) and closure SLA of relevant skill defined SLA.
  • Inbound call pick up “speed of answer” SLA: 90% picked up within 8 seconds
  • Abandonments < 2%
  • QUALITY / ACCURACY:
    • Call observe score > 95%
    • Entry accuracy > 99.8 % (less than 2 per 1000) - see current reporting and define baseline
    • Post call / Post Ticket survey > 4.5 out of 5
    • # of updates or new contacts to CAM contacts db per hour worked
  • SALES CONVERSION:
    • Phone Order to Call Ratio > 50%
    • Phone AOV > tbd
    • Phone Lines per Order > tbd
    • Revenue processed per hour worked tbd
  • PRODUCTIVITY:
    • Units of work per hour > tbd
    • Lines entered per hour tbd
    • Available = Time on Call plus Time in Available mode / Staffed Hours tbd

QUALIFICATIONS:

  • 3-5 years of work experience in a call center supervisor role with managing a team up to 20 staff
  • Experience in Product based businesses, ideally some form of business supplies selling to Direct B:B customers
  • Comfortable with high paced, high order volume environments.
  • Experience with HubSpot Service Hub or Zen Desk; Ring Central or similar Telephony platform.
  • Experience with ERP system such as Epicor, NetSuite, Infor or similar.
  • Comfortable in a hands-on environment where the candidate must be able to do any role done by their staff.
  • Specialized training in management, team building, and industry-specific terminology may be required.
  • Strong problem-solving skills
  • Strong verbal & written communication abilities