Manage the customer interactions of associates and ensure consistent customer service for our customers by empowering associates. Provide superior customer service by providing the resources, support and information necessary for associates to achieve this goal. Motivate and develop associates. Increase sales revenue by tracking and coaching associates to offer cross and upsells. Develop strategies for converting information calls into actual sales.
Interview and hires associates. Write performance appraisals and administer discipline as necessary.
Build an empowered associate team through coaching including completing assessments, monitoring contacts, providing feedback, analyzing and responding to data collected and collecting data to use in driving superior customer service at the individual and team levels.
Communicate all pertinent information in an organized, logical and timely manner within all levels in the organization.
Motivate and develop associates by providing a supportive, challenging work environment that offers opportunities for growth, recognition and the team and individual levels and a focus on career pathing.
Manage all resources effectively to support the Customer Service Organization goals. Assist in achieving Contact Center financial, service, quality and productivity targets by managing relevant metrics (i.e. auto-in, administering vto, planning training, etc)
3-5 years of related experience
Interpersonal and motivational skills to communicate, coach, discipline and reward behavior in a positive manner.
Knowledge and experience of coaching techniques to drive performance improvements.
Knowledge and application of analytical techniques to determine root cause and apply appropriate intervention to achieve improved performance.
Interviewing and hiring skills.
Ability to work as part of a team.
Ability to see the “big picture” and make appropriate decisions based on the relevant information.
Bachelor Degree preferred
Customer Service/Contact Centers
Staples is an Equal Opportunity Employer who values the diversity of our people, products, and services.
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