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Customer Engagement Center Manager

2 months ago

Norcross, Georgia, United States DH Pace Full time

D.H. Pace Company Inc. is seeking a Customer Engagement Center Manager. This role is responsible for supervising the daily operations of the customer engagement center, ensuring peak performance and outstanding service delivery. The manager will oversee personnel, streamline processes, and evaluate performance metrics to foster ongoing enhancements. Collaboration with various teams is essential to develop strategies that improve efficiency, customer satisfaction, and overall operational success.

Key Responsibilities:

  • Manage Daily Activities: Ensure that team performance aligns with customer satisfaction and organizational objectives.
  • Guide and Develop Staff: Inspire and coach team members to retain high-caliber talent and facilitate their professional development.
  • Track Performance Metrics: Monitor key performance indicators to guarantee compliance, cost efficiency, and strategic alignment.
  • Provide Coaching and Support: Utilize data and observations to deliver constructive feedback and promote quality performance.
  • Establish Best Practices & Procedures: Collaborate with the team to maintain consistency, introduce operational enhancements, and create and revise customer service protocols.
  • Oversee HR Functions: Manage scheduling, attendance, recruitment, training, and HR processes such as onboarding and performance evaluations.
  • Undertake additional responsibilities and projects as required.
Qualifications:
  • Bachelor's degree or equivalent professional experience.
  • A minimum of 5 years in customer service or engagement center roles.
  • At least 3 years in a leadership or managerial capacity.
  • Comprehensive understanding of the customer engagement center environment and key factors that drive performance and meet targets.
  • Proven experience in developing team members through effective coaching, actionable feedback, and direct leadership.
Why Choose DH Pace?

D.H. Pace Company, Inc. has been privately owned for over 95 years, operating more than 50 locations across 24 states, with company-wide sales reaching $1 billion in 2023. We provide a full spectrum of door and door-related products, including commercial security integration.

Our Benefits Include:
  • Medical, dental, and vision options: Available on the first day of the month following your start date.
  • Paid time off plan: 13 days accrued annually during the first year; 16 days accrued during the second year.
  • Paid Holidays: Recognized holidays include New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day.
  • Floating Holidays: Up to 2 floating holidays each year.
  • Competitive compensation: Includes annual performance evaluations.
  • 401k retirement plan: Featuring an employer match.
  • 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.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.