Summary: Customer Service, Manager is responsible for the leadership of Vitacost Customer Service programs and Customer Contact centers. This manager will be working directl|
y with customers and customer service representatives, mining related data, and providing cross-functional groups with information, resources and data-driven ideas for improvement. This position goes beyond a typical call center management position. The expectation is to implement processes within our departmental organizations that drive a culture of exceptional customer experience within our Vitacost.com Call Center.
People Management Responsibilities:
Lead and manage teams of 2 CS (Supervisors) and 90 Customer Service Associates; responsible for the overall direction and performance of the teams.
Carry out supervisory responsibilities in accordance with Vitacost's policies and procedures. Additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
Effectively partner and build productive working relationships with direct reports, peers, leadership, and other departments.
Project Management Responsibilities:
Solving complex customer service issues and proactively preventing negative service trends.
Identifying and eliminating root cause barriers to accuracy, productivity, and quality.
Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures.
Developing and achieving performance goals and objectives in order to achieve customer promise expectations.
Managing workflow, escalations and effectively delegating workload across the leadership team.
Participating in business leadership meetings; developing and driving strategies and programs which improve the competitive position and profitability of the organization.
Driving creation of staffing plans, schedules, quality initiatives, process change initiatives and Lean/Kaizen activities.
5+ years experience in Operations with increasing responsibility
Advanced skills in Microsoft Excel
Experience with project management
Master's degree or MBA
Knowledge of Six Sigma/Lean Processes
Direct experience in Contact Center Operations (Customer Service, Sales, or Collections)
Excellent knowledge of statistical concepts and their application to operations along with expertise in the use of technical/statistical tools to drive quality and process improvement
Ability and desire to relocate to take advantage of future growth opportunities
Strong communication and presentation skills
Experience leading and motivating a diverse workforce
Knowledge, Skills and Abilities:
Considerable knowledge of modern office practices and office management
Considerable knowledge of business English, spelling, grammar and math
Considerable knowledge of computer, media, phone, peripheral office equipment and word processing software such as MS Office, etc
Skill in handling multiple tasks at one time and able to prioritize accordingly
Skill in dealing with difficult clients or customers
Ability to communicate effectively, both verbal and written
Ability to work independently on complex and confidential tasks
Ability to handle stressful situations
Ability to establish and maintain effective working relationships with employees.
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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, use hands to handle or feel objects, tools or controls, frequently talk or hear, reach with hands and arms occasionally required to stand, stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include: close vision.
Vitacost.com - 2 years ago