BurlingtonRecruiter Since 2001
the smart solution for Burlington jobs

Call Center Manager

Company: MC Management/JR Cigar
Location: Burlington
Posted on: March 16, 2020

Job Description:

Under the direction of the CEO, the Call Center Manager for JR Cigar is responsible for constantly improving sales and service performance in the Call Center, supporting all company brands and providing a best in class customer experience. Major Areas of Responsibilities

  • Tracks and analyzes Key Performance Indicator data, identifies trends and develops strategic recommendations and communicates with the Management Team, and then implements those recommendations
  • Active participation in recruiting and onboarding of Call Center staff
  • Continuously reviews and takes appropriate action to improve or highlight CSRs targets, including: Primary KPIs (Sales and Behavioral), as well as volume of inbound/outbound calls handled, schedule adherence, productivity, Quality etc.
  • Tracks group-wide performance, sales tracking - Ensuring team and individual target objectives are being met, and progress is being communicated daily throughout Call Center
  • Provides regular KPI performance updates to management
  • Provides regular weekly call metrics to management (call volume, abandonment, quality, etc)
  • Conducts daily group huddles - engaging with all CSRs
  • Consistent 1-on -1 performance continual improvement coaching with Supervisors, Team Leads and CSRs
  • Directs onboarding and refresher training with the training Supervisor targeting relevant target objectives
  • Ensures proper execution of Age Verification (working with assigned CSRs)
  • Monthly review of Call Center fraud rules and triggers - act as the project lead for monthly Fraud calls with Finance and IS to ensure we are continually improving Fraud related issues (working with assigned CSR)
  • Lead coordination with Distribution Center on FDA-related projects
  • Continually improves processes and ensures employee adherence to Systems (Following all Call Center guidelines, using systems as required - example: Salesforce, ZenDesk call tagging)
  • Continually reviews Call Center team structure to ensure correct responsibilities are assigned to each level of supervisors, leads and CSRs.
  • Partners with HR to handle all progressive discipline issues for Call Center employees.
  • Leads Call Center staff in the sale of cigars and other online and direct mail items.
  • Create incentive awards, holding contests and similar activities to create a challenging and engaging work environment.
  • Continued improvement in percentage of individual Rep's Bonus Buy (Upsell) performance
  • Assists in determining Call Center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating new tools and systems; defining user requirements.
  • Participate as CSR or supervisor when call volume necessitates
  • Continual shoulder to shoulder live coaching with CSRs
  • Other duties as assigned
    Education and Skills
    • EDUCATION/CERTIFICATION: Post-secondary education in Business Administration, Marketing or Communications preferred.
    • REQUIRED KNOWLEDGE: How to run a Call Center Complete understanding of Company policies and procedures.
    • Complete understanding of Company products and services.
    • EXPERIENCE REQUIRED: At least 7+ years in direct sales management experience in a medium to large Call Center (at least 20+ active seats) setting required
      • Proven, demonstrable customer-centric approach
      • Excellent verbal and written communication skills
      • Previous customer service support of multiple direct mail brands
      • Previous experience with Salesforce Service Cloud
      • Demonstrable successful management and engagement of staff
      • Highly developed troubleshooting and collaboration skills
      • Proven experience in creating motivational incentive programs
      • History of creating and managing performance incentive driven programs - show examples
      • Experience in Fraud Order mitigation. Familiarity with systems such as Kount or other similar tools
      • Experience in an FDA regulated environment preferred
      • TRAVEL: 10% - 15% Physical Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. -- Required to regularly talk and hear-- Required to frequently stand and walk-- Use hands to finger, handle or feel-- Reach with hands and arms

Keywords: MC Management/JR Cigar, Burlington , Call Center Manager, Executive , Burlington, North Carolina

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category

Other Executive Jobs

Description: Responsible for overseeing the planning, development and strategy to build out IQVIAs data suite and repository
Company: IQVIA Holdings, Inc.
Location: Durham
Posted on: 04/1/2020

Cloud Migration Project Manager
Description: Cloud Migration Project Manager We are looking to hire a candidate with the below skills set mentioned and experience for one of our clients in the financial industry, out of Charlotte, NC. This is a (more...)
Company: OMG Technologies
Location: Charlotte
Posted on: 04/1/2020

Senior Automation QA LEAD/Manager/Fixed Income
Description: Recognition Inc. 500 5000 Honoree Company for 2012,2013,2014,2015 and 2016 Atyeti Ranks No. 270 on the 2012 Inc. 500 List 2012,2016 and 2017 NJ 50 Fastest Growing Companies Global Investment Banking is (more...)
Company: Atyeti
Location: Raleigh
Posted on: 04/1/2020

Genomics Product Manager
Description: Q2 Solutions is a leading clinical trial laboratory services organization with end-to-end laboratory services and secure, enterprise-wide biospecimen and consent management solutions. With a relentless (more...)
Company: Q2 Solutions
Location: Durham
Posted on: 04/1/2020

VP of Working Capital Strategies - Remote Opportunity!
Description: Working Capital Strategies leader is responsible for working with the Apex Supplier Information Management team and Apex clients to define and deliver strategies to connect our clients' suppliers with (more...)
Company: APEX Analytix, LLC
Location: Greensboro
Posted on: 04/1/2020

Director of Regulatory Affairs
Description: Director/Sr. Director of Regulatory AffairsSummaryIstari Oncology seeks an experienced Regulatory professional to lead all regulatory activities associated with the late phase clinical development and (more...)
Company: Istari Oncology
Location: Durham
Posted on: 04/1/2020

Description: Quality Management Specialist Information Management --General Description:Receives direction from the DUHS Clinical Laboratories Quality Management Systems Director. Works collaboratively with DUHS (more...)
Company: Duke Health
Location: Durham
Posted on: 04/1/2020

Group Program Manager
Description: Description Have you led a team of product managers for products in technology This is the position for you Do you have experience in many of the below functions oProduct ownership product line direction, (more...)
Company: Robert Half
Location: Charlotte
Posted on: 04/1/2020

Contact Center Manager
Description: Positec is hiring We are looking for a Solution Center Manager to work in our Charlotte, NC office. This position is responsible for providing day-to-day leadership and works with leads and staff to (more...)
Company: POSITEC
Location: Charlotte
Posted on: 04/1/2020

Senior Account Manager
Description: Description The Creative Group TCG is currently working with Marketing Agency in the Raleigh area in need of a Senior Account Manager to join their team As the Sr. Account Manager you will be responsible (more...)
Company: Robert Half
Location: Raleigh
Posted on: 04/1/2020

Log In or Create An Account

Get the latest North Carolina jobs by following @recnetNC on Twitter!

Burlington RSS job feeds