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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
      SKILLS/ABILITIES:
      • 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

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