Experienced Customer Service Center Manager – Omnichannel Customer Experience Leadership

At arenaflex, we're on a mission to revolutionize the way businesses interact with their customers. As a leading provider of products and services through an integrated business-to-business (B2B) distribution platform and omnichannel presence, we're committed to empowering every business, professional, and consumer to achieve more every day. We're seeking an experienced Customer Service Center Manager to lead our team of Customer Care Professionals in delivering outstanding service to our customers via inbound/outbound calls, email, chat, text, and other emerging forms of communication. If you're a results-driven leader with a passion for customer experience, we want to hear from you!

Job Summary:

As a Customer Service Center Manager at arenaflex, you'll be responsible for leading a team of Customer Care Professionals in achieving exceptional customer experience, revenue growth, and quality performance. You'll be the primary contact for all operational issues at the site and will handle customer escalations as required. Your expertise in quality and performance management, coaching, and training will inspire your team to excel in their roles and drive business results.

Key Responsibilities:

* Manage and lead a group of Customer Care Professionals, monitoring quality, behavior, and performance to ensure that we're meeting arenaflex's vision of service. Conduct coaching, training, and quality observations (QA's) to improve performance.

• Recognize, motivate, and inspire CCPs who excel in required levels of performance while coaching CCPs who fall short of expectations. Conduct monthly one-on-one meetings to focus on continued associate performance, growth, and development.
• Review CRM, Call Disposition, QA, SR reports to ensure agents are following all Customer Care standards. Manage payroll, time off, annual performance reviews, and PDP goal setting.
• Attend cross-functional conference calls and contribute to or lead special projects or tasks as needed.
• Address facility maintenance, safety, security, and operations issues via defined internal processes. Work with vendors or landlord as outlined in SOPs or guidelines.

Education and Experience:

* Level of Formal Education: High School Diploma or GED, Bachelor's Degree Preferred

• Area of Study: Business or other related area
• Years of Experience: Four to seven years experience and/or training
• Type of Experience:

+ Minimum 5 years proven customer service management with revenue growth responsibility + Minimum 5 years experience with Quality and Performance Management methodology (call and database quality monitoring and coaching)

• Language Skills: English
• Technical Competencies: Adobe, Project, PowerPoint, Excel, Word, ability to access/manipulate department databases. Oracle, CRM, Medallia
• Skills and Ability:

+ Excellent verbal and written communication skills + Demonstrated planning, organizational, analytical, and decision-making skills required + Experience in developing and implementing associate programs (i.e., motivational, developmental) + Decision-making ability with a bias for action + Ability to develop new and innovative strategic concepts, ideas, and tactics + Ability to motivate, develop, maintain, and retain professional customer service employees + Ability to influence peers and coworkers in a positive manner + Ability to manage priorities to achieve both short-term results and strategic objectives

• Information Systems: PeopleSoft, Outlook, Broadsoft/Transera, Kronos, Oracle, myCloud, Gmillennia, AOPS, Web Support, OD Rewards
• Personal Attributes:

+ Self-motivated, analytical, entrepreneurial spirit, results-driven, inspires/motivates teams and individuals + Keen listening skills and ability to follow direction in a changing environment + Other/Preferred: Decision-making ability with a bias for action + A thorough understanding of consultative selling

About arenaflex:

arenaflex is a leading provider of products and services through an integrated business-to-business (B2B) distribution platform and omnichannel presence. We empower every business, professional, and consumer to achieve more every day through our world-class supply chain and distribution operations, dedicated sales professionals, online presence, and a network of retail stores.

What We Offer:

* Competitive salaries

• A benefits package, including a 401(k) and more
• Plenty of opportunity to move and grow within our organization
• Eligibility to participate in an incentive program, paid in accordance with the Incentive Plan terms and conditions

How to Apply:

If you're a motivated and results-driven leader with a passion for customer experience, we want to hear from you! Click the Apply Now button and follow the instructions on each page. When you have completed the application, click the submit button.

Equal Employment Opportunity:

arenaflex is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, sexual orientation, or any other characteristic protected by law. Apply Job! Apply for this job