SR MGR CONTACT CENTER

POSITION PURPOSE - The Sr Manager, Contact Center provides leadership, direction and ongoing management for inbound customer service contact center department. This position will develop operating plans for delivering excellent customer service while exceeding quality standards and performance metrics. The position is responsible for driving and maintaining elevated performance and profitability through execution of Contact Center projects in the areas of productivity enhancements, customer service enhancements and process improvement efforts. The Sr Manager, Contact Centers will lead a team to achievement of business goals and objectives. MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES - 25% Drive department performance towards achievement of quality standards and performance metrics. 20% Analyze data to identify and implement process improvements which seek to increase team efficiency and effectiveness 25% Aggressively identify and address performance deficiencies by developing and executing performance improvement plans 10% Maintain and report on service level standards and manage department operations within budget 10% Provide actionable insight to business partners on customer trends and opportunties to drive customer satisifaction through site improvements NATURE AND SCOPE - Typically reports to Dir, Contact Center Accountable for the management of a department or functional group through subordinate supervisors/managers and for all personnel issues -- including selection, termination, performance appraisal and professional development of subordinates. ENVIRONMENTAL JOB REQUIREMENTS -MINIMUM QUALIFICATIONS - EDUCATION REQUIRED - The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job. YEARS OF RELEVANT WORK EXPERIENCE - 06 CERTIFICATES/LICENSES - PHYSICAL JOB REQUIREMENTS - Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles. ADDITIONAL QUALIFICATIONS - PREFERRED QUALIFICATIONS - 5 Previous experience and proven ability building and managing a large team Retail or sales environment experience Experience in process management and driving performance against metrics KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES - Ability to influence, lead and manage large department Strong business acumen in operations and process improvement Highly skilled communicator and influencer Results oriented leader who sets aggressive goals, consistently overachieves against plan, and constantly searches for new opportunities to improve performance Passion for customer service. Track record of success in achieving high-impact business results in a complex and multi-business-line work environment.