BrandShop is seeking a Contact Center Manager to oversee the strategic planning and execution of all contact center operations. As the leader of the contact center, the Manager is responsible for the continuous improvement of the customer experience. The ideal candidate should excel in customer care, quality management, workforce planning, coaching, and training. Success for this position will be measured by BrandShop’s ability to provide high-quality services while meeting brand Service Level Agreements, improving call performance, optimizing resources, and adapting to new technologies to increase our efficiency.

What you’ll do:

  • Provide strong and dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum benefit to clients
  • Develop, implement, and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance
  • Managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to the Contact Center
  • Develop and maintain an effective organization of responsibility, including efficient training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision
  • Coordinate analytic, strategic, and technical resources to meet client expectations and ensure satisfaction
  • Identify and implement opportunities to increase effectiveness and efficiency of the contact center
  • Develop and implement new client launch programs
  • Provide scheduled reporting of SLA’s and utilization metrics
  • Update VP, Ecommerce Operations of any issues, problems, and concerns regarding the contact center
  • Update VP, Ecommerce Operations of any issues, problems, and concerns pertaining BrandShop’s clients
  • Carry out managerial responsibilities in accordance with company policies and corporate visions
  • Ensure that all employees follow the company’s best practices for interaction with consumers clients and general operations

The skills you’ll need to succeed:

  • 5+ years of supervisory experience in a customer service/call center environment is required
  • BA/BS degree in business preferred
  • Progressive leadership and analytical skills, including a working knowledge of staffing models, scheduling, and hours utilization
  • Proven experience meeting performance metrics including call efficiency, low abandonment rate, high conversion rates, staffing utilization, acceptable turnover, and financial performance
  • Strong mentoring and relationship-building skills, with the ability to effectively manage group and interpersonal conflict situations
  • Excellent computer skills, including Excel, Word, and Outlook
  • Zeacom and Response Manager experience preferred
  • Accepted file types: pdf, doc, docx.
  • Accepted file types: pdf, doc, docx.
  • Applicant Terms & Conditions

    I certify that all information I have provided in order to apply for and secure employment with BrandShop is true, complete and correct to the best of my knowledge and made in good faith. I understand that, without limiting the “at-will” status of employment if hired, any information provided by me that is found to be false, incomplete or misrepresented in any respect, will be sufficient cause to either cancel further consideration of my application for employment, or, immediately discharge me from BrandShop’s service, whenever it is discovered.

    I expressly authorize, without reservation, BrandShop, BrandShop’s representatives, employees or agents to contact and obtain information from all references, employers, public agencies, licensing authorities, credit reporting agencies and educational institutions and to otherwise verify the accuracy of all information provided by me in this application, resume or job interview.

    I authorize all educators, employers and references listed in this application to furnish SureSource with information regarding my education, employment history, or any other matter related to my application for employment.

    I hereby waive any and all rights and claims I may have regarding BrandShop, BrandShop’s agents, employees or representatives, for seeking, gathering, and using such information in the employment process and all other persons, corporations or organizations for furnishing such information about me.

    I understand that BrandShop does not unlawfully discriminate in employment and no question on this application is used for the purpose of limiting or excusing any applicant from consideration for employment on a basis prohibited by applicable local, state or federal law.

    I understand that my application remains current for only 30 days. At the conclusion of that time, if I have not heard from the employer and still wish to be considered for employment, it will be necessary to reapply and fill out a new application.

    If I am hired, I understand that I am free to resign at any time, with our without cause and without prior notice and the employer reserves the same right to terminate my employment relationship at any time, with or without cause, and without prior notice, except as may be required by law. This application does not constitute an agreement or contract for employment for any specified period or definite duration. I understand that no supervisor or representative of SureSource is authorized to make any assurances to the contrary and that no implied, oral or written agreements contrary to the foregoing express language are valid unless they are in writing and signed by the BrandShop’s president. In the event of my employment, I will comply with all rules, policies, and procedures as set forth in the employee handbook and other communications to employees.

    I also understand that a positive and properly administered drug test for controlled substances or refusal to submit to a drug test is grounds for denial of employment or immediate termination of employment.

    I also understand that if I am hired, I will be required to provide proof of identity and legal authority to work in the United States and that federal immigration laws require me to complete a form I-9 in this regard.

    Equal Employment Opportunity

    Equal access to programs, services and employment is available to all persons. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department. We are an equal opportunity employer actively supporting workplace diversity. Employment decisions are based on merit, qualifications, and abilities. We do not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, or any other characteristic protected under law. As part of our commitment to a safe work environment, BrandShop conducts pre-employment drug testing.