Contact Center Manager
Firstleaf, United States
Job Description
Have you ever wanted to disrupt a $70bn industry and be a key member of a fully integrated consumer and business facing marketing company which is supported by a supply chain that stretches from the US to Europe and across the Southern Hemisphere? Are you keen to help a young, fast-growing company continue to evolve into a world-class, employer of choice? Well, then, come say hi!
Firstleaf/Penrose Hill is looking for Contact Center Manager to report directly to our Director of Member Experience. In this multi-faceted role, you will play a key role in ensuring our service is industry leading.
As Contact Center Manager, you will be responsible for the day-to-day operations of our Member Experience Team. You will lead and develop a team with a focus on exceeding customer expectations! We're a rapidly growing company-if you're passionate, hardworking, dedicated, driven and capable, if you love wine and making sure a contact center is offering first-class service, this role may be a perfect fit.
A few examples will illustrate some of your challenges
- Daily management of contact volume to meet/exceed KPIs
- Coaches team to meet sales goals and retention objectives
- Team leadership and management in a 100% remote environment. Builds a team and continues to motivate and seek ways to recognize associates and build morale.
- Ensures training and readiness for new product and promotion launches.
- Analytic ability to tell contact center story using data
- Handling of escalations from members and follow through to ensure proper handling
Requirements
- 3+ years in contact centerI leadership/management position
- 3+ years direct management of ACD and WFM
- 3+ years in CRM and/or ticket management systems
- 3+ years in report writing and data presentation
- 3+ years in coaching and development of associates
- 2+ years managing in a remote environment across time zones in a 7 day per week omni-channel environment
- Prior Zendesk experience a plus
- Prior Five9 and speech/text analytics experience a plus
Benefits
Working with the world's best wine company isn't enough?
Seriously though, we offer remote work*, and a location agnostic philosophy added to a very flexible work schedule. Unlimited vacation time. Further, we offer a truly competitive compensation package with bonus and stock options grants, plus choices with medical, dental and vision coverage, as well as flexible spending accounts. life insurance, 401(k), employee assistance program, discounted pet insurance. And to top it off: a monthly wine credit with our wine club, Firstleaf.
*Work location is flexible if approved by the Company except that the position may not be performed remotely from Colorado.