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Conn's HomePlus Sr. Manager, Customer Service in San Antonio, Texas

Position Summary:

The Senior Manager, Customer Service is responsible for leading assigned customer service teams. Reporting directly to the Director, Call Center Operations, the Senior Manager, Customer Service, plays a key role in implementing procedures and metrics to drive performance to meet and exceed customer service outcomes and experience.

Responsibilities:

The Senior Manager, Customer Service’s responsibilities include, but are not limited to:

§ Lead assigned customer service teams to ensure customer service standards and company goals are achieved.

§ Manage employee resources to ensure effective and efficient dispositioning of customer service inquiries, while focusing on positive customer service outcomes.

§ Oversee customer service team(s) performance and ensure consistent performance management across teams.

§ Select, train, coach, motivate and develop team members, up to and including experienced call center managers.

§ Ensure adherence to all company and department policies and procedures.

§ Establish and manage processes and procedures to consistently achieve customer service outcomes.

§ Develop, track and manage KPIs for customer service managers and representatives.

§ Monitor and evaluate individual and team performance, including call/email monitoring (using call recording and quality assurance applications), productivity and attendance, and other key performance metrics. Coach managers and team members to improve performance.

§ Report KPIs and critical department metrics to leadership on a timely basis. Proactively identify trends (positive and negative) and partner with leadership to determine and implement solutions.

§ Ensure that customer inquiries and concerns are resolved properly and quickly. Address challenging customer situations that require escalation outside of the department.

§ Be visible to agents; walk around regularly to perform live monitoring of team members, including recognizing team members on-the-spot and identifying areas for improvement.

§ Drive employee engagement amongst teams, with a focus on maintaining a positive team environment and promptly resolving complaints and issues as deemed appropriate.

§ Address performance concerns or deficiencies with team members; provide additional training when needed; recommend appropriate personnel actions.

§ Understand current industry best practices, follow developing trends in customer service and success, and work with leadership to determine and implement relevant tools and methodologies.

§ Stay abreast of changes in the business, including new products and services to ensure that team members are properly trained to respond to customer inquiries

§ Other duties as assigned.

Qualifications:

§ Minimum of 7+ years’ call center experience required, with at least 3-5 years at the manager level and 2-3 years directly managing manager-level employees.

§ Bachelor’s degree in business, communication, or other relevant field preferred.

§ Proven track record and verifiable history of managing managers of successful, high performing teams.

§ Demonstrated coaching and counseling skills used to effectively develop all employees; influence and change individual behavior and assist employees to achieve a high level of success and productiveness.

§ Demonstrated experience in change management, with the ability to take a proactive role in bringing about change and applying new ways to develop the business through improved management of people and processes.

§ Outstanding interpersonal and communication skills for interacting and communicating with customers, upper management, and support personnel.

§ Strong analytical and problem-solving skills.

§ Proficiency in Microsoft Office with strong personal computer and business solutions software skills.

§ Ability to work a full-time schedule, including evenings, weekends and holidays, as needed.

§ Ability to travel to other sites as needed (Less than <5% of the time).

Conn’s is PROUD to be an equal opportunity employer.

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