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Senior Manager, Call Center in MariettaGeorgia.

Floor & Decor is like no other flooring company. Founded in 2000 in Atlanta, we have quickly become one of the country’s leading flooring retailers, with dozens of stores nationwide – and more to come. A strong entrepreneurial spirit flows through our young company.

 Time, Talent & Teamwork.

The remarkable success we have enjoyed could not have happened without the time, talent, and teamwork of our extremely dedicated associates. Working with equal amounts of passion and grit, we’ve become the “category killer of flooring” by revolutionizing the way people buy flooring. Our customers enjoy the largest in-stock selection of tile, wood, stone, and flooring accessories at prices no one can beat.

Opportunities to advance.

To continue our amazing growth, Floor & Decor is actively seeking gifted people with a solid work ethic and a real passion for helping others. Are you ready to make a difference at a truly groundbreaking company?

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Senior Manager, Call Center

Marietta | Georgia | United States | 30067

It’s great being part of a culture where entrepreneurship and team spirit are not just buzzwords.  If you love working with a great group of people and desire the opportunity to grow, this is the place for you.

Purpose:

This positions is responsible for overseeing the day-to-day operations of the call center team to ensure: quality response, consistent follow-up and communication, accurate incident tracking, reporting and resolution, appropriate problem routing, escalation, and solutions, development of support procedures, adequate staffing levels for 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 call center team and ultimately drive the development of a climate of superior customer service, and a high performing, goal-oriented staff. The role serves as the primary contact for internal and external stakeholders regarding call center performance and upcoming changes to policy, procedures, and technology that will impact call center agents.

Minimum Eligibility Requirements:

  • Minimum of 4 years of inbound/outbound Call Center Management experience, or an equivalent combination of education and experiences sufficient to perform the essential functions of the job, as determined by the company
  • Minimum of 2 years business experience as a large call center manager
  • Demonstrated success leading customer service team by leveraging people and technology to achieve world class customer satisfaction
  • Proven ability to lead a team and to influence others
  • A true passion for creating outstanding customer service and the ability to translate the passion into process and procedures to deliver measurable and consistent results for customers
  • Strong computer competency, in CRM, telephony, and order entry call center software & related technologies
  • Strong problem analysis and resolution at a function level
  • Excellent written and verbal communication skills
  • Excellent interpersonal and verbal communication skills

Essential Job Functions:

The functions listed describe the business purpose of this job. Specific duties or tasks may vary and be documented separately. The employee might not be required to perform all functions listed. Additional duties may be assigned, and functions may be modified according to business necessity. All function, duties or tasks are to be carried out in an honest, ethical, and professional manner and to be performed in conformance with applicable company policies and procedures.

  • Manage all day-to-day call center supervisors & reps to maximize customer satisfaction and business expectations
  • Ensure maximum productivity and utilization via set performance goals & metrics
  • Manage processes within the call center and makes changes to maximize the efficiency and effectiveness of call center associate’s efforts, and continue to meet growing & changing business goals, needs, and expectations
  • Maintain appropriate staffing levels needed to maintain SLA’s
  • Performs all duties inherent in the role of a Senior Manager including hiring, termination, review and development of associates
  • Evaluate training needs to ensure that staff maintains current knowledge needed to be successful
  • Evaluate and communicates client issues & trends and provide recommendations to leadership
  • Drive culture in the call center to match company expectations
  • Execute conflict management to resolved complaints and issues for both customers & employees
  • Solid communications skills to effectively deal with various levels of management, staff, and/or outside contacts
  • Identify crucial success factors when developing strategy and plans for areas of responsibility
  • Proactively develop and maintain solid business partnerships to ensure success in balancing the department and customer needs with the legal and financial expectations for the organization
  • Monitor supervisory team and performance against established goals, and take appropriate action to meet set goals
  • Works with managers and supervisors regularly to coach, train, and develop all associates
  • Uniformly enforces policies and procedures among associates and takes appropriate actions to correct non-conforming conduct
  • Directly assist in managing phone queue (including taking escalated calls) when needed
  • Participate in special projects and duties as required
  • Must be available to work evenings & weekends

Working Conditions (travel & environment)

Physical/Sensory Requirements

  • The noise level in the work environment is typically quiet to moderate
  • Limited local travel required (no overnight) to corporate office & local stores and events

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.

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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Floor & Decor is like no other flooring company. Founded in 2000 in Atlanta, we have quickly become one of the country’s leading flooring retailers, with dozens of stores nationwide – and more to come. A strong entrepreneurial spirit flows through our young company. The remarkable success we have enjoyed could not have happened without the time, talent, and teamwork of our extremely dedicated associates. Working with equal amounts of passion and grit, we’ve become the “category killer of flooring” by revolutionizing the way people buy flooring. Our customers enjoy the largest in-stock selection of tile, wood, stone, and flooring accessories at prices no one can beat.

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