Manager of Call Center Customer Services (IN-OFFICE)

Company: SWCORP e-Commerce

Job Type: Full-time (IN-OFFICE)

Overview:

As the Manager of Call Center Customer Services at SWCORP e-Commerce, you will play a pivotal hybrid role, integrating leadership responsibilities for our customer service and technical support teams. You will oversee CRM, live chat, and phone support operations, ensuring the department runs efficiently and cost-effectively while driving sales through strategic customer service.

SWCORP is eager to find a sales-centric Manager of Call Center Customer Services who understands that every customer issue is an opportunity. Your leadership will ensure the department operates at the highest standards, fostering a culture of excellence and continuous improvement. You will partner with multiple departments to ensure the customer service department is best in class.

Responsibilities:

• Team Leadership and Development:
• Oversee and develop a team of customer service and tech support professionals.
• Ensure high morale and exceptional training standards.
• Motivate the team and track performance to identify opportunities for improvement.
• Process Optimization and Innovation:
• Manage, refine, and innovate customer service processes to enhance efficiency and customer satisfaction.
• Implement best practices and continuous improvement strategies.
• Customer Satisfaction and Escalation Handling:
• Set ambitious customer satisfaction goals.
• Handle escalated issues professionally until resolved.
• Quality Assurance and SLA Management:
• Develop and audit quality assurance strategies to maintain world-class service standards.
• Implement strategies to ensure service level agreements (SLAs) are consistently met.
• Operational Excellence:
• Establish a robust meeting cadence that includes both developmental and operational meetings.
• Ensure strategic alignment and team development.
• Interdepartmental Coordination:
• Liaise with quality assurance, logistics, marketing, and supply chain departments.
• Share ideas and best practices to enhance overall performance.
• Sales and Marketing Integration:
• Collaborate closely with the sales team.
• Create B2B pricing bids and conduct marketing email blasts to B2B clients.
• Revenue and Cost Management:
• Identify revenue-generating and cost-cutting opportunities proactively.
• E-commerce Expertise:
• Experience with back-end access to Shopify, WordPress, and Commerce Hub.
• Familiarity with portals for Wayfair, Walmart, Houzz, and Overstock.
• CRM and Technology Implementation:
• Strong experience with Zendesk or similar CRM platforms.
• Ability to implement new technologies from scratch.
• Sales Interaction:
• Strong interaction with the sales team.
• Sales experience is highly advantageous and considered a hybrid component of this role.
• Phone Systems Management:
• Manage and optimize phone systems as part of the customer service infrastructure.

Qualifications:

• Proven experience in a customer service management role, preferably within an e-commerce environment.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Demonstrated ability to handle customer escalations and ensure customer satisfaction.
• Experience with CRM systems, particularly Zendesk.
• Knowledge of e-commerce platforms and portals such as Shopify, WordPress, Commerce Hub, Wayfair, Walmart, Houzz, and Overstock.
• Ability to analyze data and metrics to drive decision-making.
• Sales experience and a sales-oriented mindset are highly desirable.
• Strong organizational and multitasking skills.

Benefits:

• Competitive salary and performance-based incentives.
• Comprehensive health, dental, and vision insurance.
• 401(k) with company match.
• Paid time off and holidays.
• Professional development opportunities.