Manager, Contact Center Operations

Job Locations US-FL-Doral
ID
2020-1270
Category
Customer Service/Support
Type
Full-Time

Company Overview

 
A vibrant company culture founded on the pillars of family, gratitude, and service. A portfolio of international brands dedicated to innovation in the personal beauty industry. A diverse team of talented professionals, united in their vision of achievement and growth. Welcome to Alcora.
 
Built upon the foundation of four brands united in purpose—L’EUDINE Global, MONAT, Project Beauty and B&R Products, Inc.—Alcora is perfectly positioned to lead the beauty and wellness industries in Latin America, North America, and beyond for decades to come. With its headquarters and manufacturing facilities located in the spectacular city of Miami, Alcora boasts an energetic, exciting corporate culture and a family of passionate professionals who thrive on the pursuit of excellence.
 
Some of the employee benefits we offer in Alcora are:
 
*Medical, vision, and dental coverage
*Paid time Off                           
*Paid holidays
*Matching 401k     

Job Summary

The MONAT Manager, Contact Center will successfully will provide daily leadership, management, and support to a team of Customer Care Agents, Specialists and Supervisors. The position will be responsible for providing ongoing actionable feedback, coaching, and motivation to assigned team. Also, work closely with other departments to ensure company/departmental service, marketing, and quality goals are met and/or exceeded.

 

Along with daily management of the team, this position will also focus on developing processes which will enable improved productivity and efficiencies. The individual will be required to be self-driven to achieve excellence in everything they do. Be motivated, reliable, and persistent.

Responsibilities

 

  • Lead a team of supervisors; develop, manage and coach production leadership to ensure the success of the team by delivering an exceptional experience.
  • Ensures teams are delivering exceptional customer support & achieving defined SLAs & other KPIs (CSAT, QA, AHT, Adherence, etc.)
  • Establish relationships with other Managers to enhance process efficiency and collaborate in the updates of SOPs.
  • Develip action plans to improve KPIs and close performance gaps by utilizing the data avaiable.
  • Ensure that regular performance reviews and feedback is provided regularly to all levels of employees to ensure a highly engaged workforce.
  • Conduct effective resource planning to maximize productivity of our resources.
  • Prepare reports for different departments or upper management.
  • Maintain and execute new leadership on boarding initiatives to enhance the career path experience.
  • Participates in the creation of annual performance goal setting then communicates to staff and documents progress accordingly.
  • Works with Contact Center leadership and HR to determine corrective action and administers accordingly.
  • Hires, develops, coaches, trains, reviews and documents employee performance and attendance to maintain productivity levels and increase department effectiveness.
  • Mentors Contact Center team and conducts individual weekly performance meetings to discuss performance results and identify where additional coaching may be needed.
  • Serve as escalation point to communicate promptly to I.T and Systems Support when related applications are unavailable, including extended evening hours and weekends to ensure timely recovery.
  • Serves as additional escalation point and resolves Market Partners and Customers issues escalated by team members regarding cases and other department issues. Interacts in a professional manner and promotes teamwork within Contact Center and other departments.
  • Reacts to change productively and handles other essential tasks as assigned.

Qualifications

 

  • Bachelors Degree
  • Minimum 5 years experience of multi-channel contact center management experience in customer-facing service or technology organization.
  • Expert level written and verbal communication skills.
  • Strong knowledge on Microsoft Programs (e.g. Word, Excel, Power Point).
  • Understanding of contact center technologies including WFM, QA, and reporting.
  • Familiarity with Customer Relationship Management (CRM) software
  • Experience developing others through active coaching, providing actionable feedback, and demonstrating hands-on leadership including coaching skills that can impact both front-line agents and floor leadership.
  • Organizational skills that reflect ability to perform and prioritize multiple tasks seamlessly with excellent attention to detail.
  • Demonstrated ability to achieve high performance goals and meet deadlines in a fast paced environment under high pressure.
  • Strong interpersonal skills and the ability to build relationships with stakeholders, including staff and external partners.
  • Emotional maturity, forward looking thinker, who actively seeks opportunities and proposes solutions.
  • Demonstrated proactive approaches to problem-solving with strong decision-making capability
  • Demonstrated proactive approaches to problem-solving with strong decision-making capability.
  • Highly resourceful team-player, with the ability to also be extremely effective independently.
  • Proven ability to handle confidential information with discretion, be adaptable to various competing demands, and demonstrate the highest level of customer/client service and response.
  • Drive a culture of accountability, continuous improvement, and personal excellence
  • Demonstrated desire for continuous learning and improvement
  • Ability to anticipate challenges and establish proactive solutions through analytical and technical skill.
  • Proficiency with technology, especially computers, software applications and phone systems.
  • Ability to work remotely. 

Preffered

  • Experience working with Multi-Level Marketing organizations.
  • Experience with SharePoint Apps (Teams, Forms, Projects, Sway, ect).
  • Experience managing remote/WFH Contact.