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Customer Engagement Center Manager
2 months ago
D.H. Pace Company Inc. is seeking a Customer Engagement Center Manager. This position is responsible for overseeing the daily operations of the customer engagement center, ensuring high performance and superior service delivery. The role requires effective management of personnel, optimization of processes, and evaluation of performance metrics to foster ongoing enhancements.
Key Responsibilities:
- Manage Daily Activities: Ensure that team performance aligns with customer satisfaction and organizational objectives.
- Team Leadership and Development: Inspire and guide team members to nurture talent and promote their professional growth.
- Performance Monitoring: Analyze key performance indicators to guarantee compliance, cost efficiency, and strategic alignment.
- Coaching and Support: Utilize data insights and observations to provide constructive feedback and support for maintaining quality standards.
- Best Practices Implementation: Collaborate with the team to standardize operations, introduce improvements, and develop customer service protocols.
- Human Resources Management: Oversee scheduling, attendance, recruitment, training, and HR functions such as onboarding and performance evaluations.
- Undertake additional responsibilities and projects as required.
Qualifications:
- Bachelor's degree or equivalent professional experience
- At least 5 years of experience in customer service or call center environments
- Minimum of 3 years in a leadership or managerial capacity
- Thorough understanding of the call center landscape and key factors that drive performance and target achievement
- Proven track record in mentoring team members through effective coaching and actionable feedback
Why Choose D.H. Pace?
D.H. Pace Company, Inc. has been a privately owned enterprise for over 95 years, operating more than 50 locations across 24 states, with annual sales reaching $1 billion. We provide a comprehensive range of door and door-related products, including commercial security integration.
Our Benefits Include:
- Medical, dental, and vision plans: Available from the first day of the month following your start date
- Paid time off: 13 days accrued annually in the first year; 16 days in the second year
- Paid Holidays: New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Day
- Floating Holidays: Up to 2 floating holidays each year
- Competitive salary: Including annual performance reviews
- 401k retirement plan: With employer matching
- Company-paid benefits: Life insurance, short-term disability, and long-term disability
- And more
Successful completion of references, employment verifications, background checks, and drug screenings is required prior to hiring.
