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Customer Service Center Operations Leader

2 months ago

Olathe, Kansas, United States D.H. Pace Company, Inc. Full time
Job Overview

D.H. Pace Company Inc. is seeking a Contact Center Operations Manager. This pivotal role is responsible for directing the daily activities of the contact center, ensuring peak performance and outstanding customer service. The manager will oversee personnel, streamline processes, and evaluate performance metrics to foster ongoing enhancements. Collaboration with various teams is essential to devise strategies that improve efficiency, elevate customer satisfaction, and boost overall operational success.

Key Responsibilities:

  • Manage Daily Operations: Guarantee that team performance aligns with customer satisfaction and organizational objectives.
  • Lead and Nurture Team: Inspire and develop team members to retain top talent and facilitate their professional growth.
  • Track Performance Metrics: Monitor essential performance indicators to ensure adherence to standards, cost efficiency, and strategic alignment.
  • Provide Coaching and Support: Utilize data and observations to deliver constructive feedback and foster quality performance.
  • Establish Best Practices & Procedures: Collaborate with the team to ensure uniformity, introduce operational enhancements, and create or update customer service protocols.
  • Oversee HR Functions: Manage scheduling, attendance, recruitment, training, and HR processes such as onboarding and performance evaluations.
  • Assume additional responsibilities and projects as required.

Qualifications:

  • Bachelor's degree or relevant professional experience demonstrating equivalent capabilities.
  • A minimum of 5 years in customer service or contact center environments.
  • Over 3 years of experience in a leadership or managerial capacity.
  • Strong grasp of the contact center landscape and the key factors to enhance performance and meet targets.
  • Proven experience in developing team members through effective coaching, actionable feedback, and direct leadership.

Why Choose D.H. 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 are a distribution, construction, and service organization providing 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 during the first year; 16 days accrued during 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 compensation: Including annual performance reviews.
  • 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.