Contact Center Manager
Brownells - Montezuma, IA

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  • Ensures adherence to policies and applicable laws
  • Establish work procedures and processes that support company and departmental standards, procedures, quality initiatives, and strategic directives
  • Responsible for identifying, investigating, and implementing methods to improve area operations, efficiency and service to both internal and external customers
  • Create and maintain a high quality work environment so team members are motivated to perform at their highest level
  • Works closely with IT and all other departments to ensure the contact center runs smoothly and efficiently including but not limited to:
    • Telephony, web, and CRM issues, improvements, and upgrades
    • Customer initiatives, issues, or concerns
    • Operational support of marketing initiatives
  • Forecasts contact center staffing needs and creates long and short-term staffing plans which meet business goals and customer needs
  • Develops contact center performance goals to meet organizational strategic initiatives and ensures compliance
  • Acts as a final issue escalation level working to resolution in the best interest of Brownells and the customer
  • Responsible for ensuring the security of Brownells assets, information, and personnel within the contact center
  • Creates an annual operating plan and related project plans to guide and focus the contact center's tactical execution of business objectives
  • Implements and communicates contact center policies and procedures to drive operational consistency, efficiency and quality in the handling of the customer
  • Brings customer perspective to policies, procedures, and process to facilitate an exceptional customer experience and drive loyalty
  • Remains current on contact center trends and technology and identifies opportunities to leverage within the Brownells contact centers
  • Supervises Call Center Supervisor and Customer Experience Manager.
  • Creates a work environment to positively influence the behavior of Contact Center personnel and motivate commitment to achieving Brownells goals
  • Identifies and implements training, performance, and succession plans/programs to ensure the contact center has the right people with the right skills to build and strengthen customer relationships
  • Address disciplinary and/or performance problems according to company policy. Prepare warnings and communicate effectively with employees on warnings and make effective/appropriate decisions relative to corrective action as required
  • Responsible for all internal communications regarding department or employee concerns
  • Acts as SME representing contact center for projects and new business opportunities
  • Maintains good working relationship with leaders in other areas to provide the best service for Brownells customers
  • Maintains strong relationships with third party partners
  • Develops annual contact center budget and staffing forecast
  • Tracks and monitors performance metrics to ensure overall performance is aligned with corporate goals and objectives.
  • Bachelor’s Degree
  • The following certifications are a plus:
    • COPC or ICMI
  • Proven supervisory or leadership experience in a contact center environment
  • 5+ years inbound Contact Center experience
  • Employer Technology
  • Understands Organization’s Business
  • Business Acumen

  • Developing Employees
  • Staff/Manpower Planning
  • Project Time Management
  • Employee Performance Management
  • Setting Objectives
  • Achieving Business Results
  • Networking
  • Quality Management
  • Coaching
  • Complex Problem Solving
  • Leveraging Resources
Attributes and Strengths
  • Effective Communication
  • Service Orientation
  • Motivational Leadership
  • Mental Agility
  • Best Practices Leadership
  • Customer Focus
  • Crisis Leadership
  • Continuous Performance Improvement
  • Team Leadership

About this company
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