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