Contact Center Manager

  • Marietta, Georgia, 30067

Purpose:

This position is responsible for overseeing the day-to-day operations of the Contact Center that includes all digital customer interactions: Chat, Email, Social Care; Customer Sales Support and Executive Escalations.   The leader will ensure quality response, consistent follow-up and communication, accurate incident tracking, reporting and resolution, appropriate problem solving and escalation, development of support procedures, adequate staffing levels for inbound coverage, and timely resolution of requests to exceed or meet established service level agreements (SLA’s) This position will also build and manage the customer sales support team and ultimately drive the development   of superior customer service and close established sales leads.

Minimum Eligibility Requirements:

  • Bachelor’s degree and 4 years of inbound/outbound contact center experience, or an equivalent combination of education and experience enough to perform the essential functions of the job, as determined by the company. Additional relevant experience can be substituted for the required education based on one calendar year of experience for one academic year of education. At least 3 years of experience in supply chain, procurement, logistics, distribution, retail, or in a strategic, supply chain management capacity
  • Demonstrated success leading transformation of customer service function by leveraging both people and technology to achieve world class customer satisfaction
  • Proven ability to lead a team and to influence senior level leaders
  • Excellent written and verbal communication skills
  • Excellent interpersonal skills
  • A true passion for creating great customer service and the ability to translate the passion into process and procedures to deliver measurable, consistent results for customers
  • Strong computer competency, with previous experience in order entry, account management, ERP, CRM, software, call centers and computer systems
  • Knowledge of call center technology, including phone and workforce management systems
  • Strong problem analysis and problem resolution at a functional level

Essential Job Functions:

  • Manages all day-to-day contact center operations to client satisfaction and business expectations
  • Ensures maximum productivity and utilization through meeting performance targets and maintaining appropriate staffing levels.
  • Evaluates and communicates associate and customer issues and trends to supervisor and provides recommendations.
  • Manages processes within the contact center and makes changes to maximize the efficiency and effectiveness of contact center associate’s efforts.
  • Performs all duties inherent in the role of a manager including hiring, termination, review and development of associates
  • Drives the culture in the contact center and throughout the company to ensure unity of vision.
  • Excellent conflict management skills for the purpose of resolving escalated employee and customer complaint issues.
  • Solid communication skills to effectively deal with various levels of management, staff and/or outside contracts
  • Ability to think strategically and identify critical success factors when developing strategy and plans for assigned areas of responsibility
  • Ability to proactively develop and maintain solid business partnerships to ensure success in balancing the department and customer needs with the legal and financial expectations of the organization
  • Establishes and monitors supervisory team, members performance against established goals and takes appropriate action when necessary
  • Works with supervisors regularly to coach, train and develop a team
  • Compiling daily lists of lads and delegating them to sale team associates
  • Aiding management team members and executives as needed
  • Setting a tracking sales targets for the team
  • Suggesting and implementing improvements in the sales administration process
  • Uniformly enforces policies and procedures among associates and takes appropriate actions to correct non-conforming conduct
  • Report on sales metrics and suggest improvements
  • Participates in special projects and performs additional duties as assigned

 Working Conditions (travel & environment)

  • Limited travel required including air and car travel.
  • While performing the duties of this job, the employee is occasionally exposed to a warehouse environment and moving vehicles. The noise level in the work environment is typically quiet to moderate.

PHYSICAL/SENSORY    REQUIREMENTS

Sedentary Work – Ability to exert 10 - 20 pounds of force occasionally, and/or negligible amount of force frequently to lift, carry, push, pull or otherwise move objects.  Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time. 

Note:  Floor & Decor considers all applicants for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, medical condition, pregnancy, marital or familial status, veteran status, or based on any other class protected by applicable federal, state, or local law.  Floor & Decor also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.

This job description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer at its sole discretion.

BENEFITS & REWARDS:

  • Bonus opportunities at every level

  • Career advancement opportunities

  • Relocation opportunities across the country

  • 401k with discretionary company match

  • Employee Stock Purchase Plan

  • Referral Bonus Program

  • Corporate Discount Programs

  • Medical, Dental, Vision, Life and other Insurance Plans (subject to eligibility criteria)

Equal Employment Opportunity:

Floor & Decor is an equal opportunity employer and is committed to equal opportunity for all associates and applicants.  F&D recruits, hires, trains, promotes, compensates and administers all personnel actions without regard to race, color, religion, sex, sex stereotyping, pregnancy (which includes pregnancy, childbirth and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, gender expression, national origin, age, mental or physical disability, ancestry, medical condition, marital status, military or veteran status, citizenship status, sexual orientation, genetic information or any other status protected by applicable law.

This policy applies to all areas of employment, including recruitment, testing, screening, hiring, selection for training, upgrading, transfer, demotion, layoff, discipline, termination, compensation, benefits and all other privileges, terms and conditions of employment.  This policy and the law prohibit employment discrimination against any associate or applicant on the basis of any legally protected status outlined above.

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Benefits & Rewards

  • Bonus opportunities at every level
  • Career advancement opportunities
  • Relocation opportunities across the country
  • 401k with discretionary company match
  • Employee Stock Purchase Plan
  • Referral Bonus Program
  • Corporate Discount Programs
  • Medical, Dental, Vision, Life and other Insurance Plans (subject to eligibility criteria)

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