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Manager, Customer Care Jobs

Company

CRATE & BARREL
Address , Naperville, 60540, Il
Employment type FULL_TIME
Salary
Expires 2023-06-24
Posted at 1 year ago
Job Description
We at Crate and Barrel care a lot about helping our customers love how they live in the moments that matter. Being a part of our Customer Contact Center l means you are passionate about delivering excellent service with every interaction, and excited to learn and share expertise about our wide range of products with customers who haven’t had the chance to experience them in person. You’ll help some of our 1.6 million customers connect with the perfect item for their home. As part of the team here, you will be committed to making the ordinary extraordinary for our customers.

What you'll do:
  • Maintain a, supportive, visible and positive presence in the department, and ensure contact center supervisors and team leads are visible and accessible as well. Coach contact center supervisors and team leads on compliance and adherence to consistent company processes.
  • Manage departmental expenses against the budgeted plan using reforecast and best practice strategies for maintaining or exceeding service goals.
  • Collaborate with the contact center training and quality assurance manager to schedule and develop training and quality assurance programs that maintain strong sales and service-oriented teams throughout all areas of customer service.
  • Plan and facilitate weekly department leadership meetings to communicate pertinent company, operational, system, product, Human Resources and/or departmental issues on a timely basis, and take action on feedback or information received.
  • Manage all aspects of performance,development and coaching and corrective action of direct reports to encourage professional growth.
  • Under the direction of the contact center operations manager, ensure the achievement of customer service center and company sales and service level goals and work effectively with all associates to meet these goals.
  • Create and maintain a working environment that inspires and encourages the growth and engagement of associates.
  • Partner with the workforce team to manage staffing using the schedule, attendance log, and phone system to ensure quality customer interactions and to achieve service goals.
  • Develop, implement, and monitor KPIs for monitoring associate and operational productivity and performance; analyze performance data and recommend strategic changes that will drive improvement in Contact Center performance.
  • Adhere to all Customer Service Center Guidelines.
What you'll bring:
  • Excellent knowledge of Contact Center operation, technologies and key performance indicators
  • Good reading, written and verbal language skills (English)
  • Ability to make sound decisions quickly in a fluid environment
  • Excellent organizational skills, ability to multi-task and navigate through multiple systems in a fast-paced environment
  • Thorough working knowledge of email, internet browsers, and Google platform
  • Excellent data entry, typing and computer skills
  • Ability to coach and develop associates by providing timely feedback
  • Excellent math skills
  • 5-10 years previous experience in Contact Center leadership, or equivalent
  • High School Diploma or GED is required
  • Excellent problem solving skills and can-do attitude
  • Excellent telephone presence, interpersonal skills, and ability to communicate effectively with a diverse group of people
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