Overview
Our contact center managers lead and inspire their teams to provide an exceptional customer experience in every interaction with customersThey balance engagement and recognition with accountability for high performanceOur contact center managers lead with vision, share the why’s behind initiatives, and effectively manage changeThey create a culture of high performance, accountability, continuous improvement and teamworkThey support a professional, engaging and fun environment to bring out the best in their teams.
Responsibilities
Customer experience
Lead by example
Champion the customer experience
Empower teams to overcome obstacles
Reward great service
Operational execution
Improve kpi’s through behavioral coaching
Monitor and adjust staffing daily
Maintain appropriate service levels
Challenge status quo
Talent optimization
Utilize interview guides and hire right
Demonstrate effective feedback and coaching
Drive performance management
Build high performing teams
Profit maximization
Control overtime and cross train as needed
Manage expenses
Empower with the company in mind
Deliver on operational objectives
Skills
Planning & priority setting
Sets goals and objectives, and breaks down work into process steps
Spends time and time of others on what’s important
Eliminates roadblocks
Building high performance teams
Acquires and retains the right talent
Trains, coaches and provides feedback
Develops team and positions them for growth
Motivating others
Creates a climate in which people want to do their best
Motivates and inspires direct reports and teams
Makes each individual feel their work is important
Managing vision & purpose
Makes the company vision sharable by everyone
Can inspire and motivate the entire team
Is forward looking and talks beyond today
Managerial courage
Does not hold back what needs to be said and is not afraid to take action
Provides on-time, direct, complete, and actionable positive and corrective feedback to others
Customer focus
Role models delivering an exceptional customer experience every time
Uses good judgment and acts with teams and customers in mind
Understands and teaches how operational execution directly affects the customer experience
Establishes and maintains positive interactions with customers, peers and associates through respectful and effective communication
Requirements
Qualifications
Experience
5+ years’ supervisory experience in customer service, retail, or hospitality required
Strong computer skills, including ms office (excel, word) required
Education
Bachelor’s degree, preferably with a business or communications focus or equivalent experience
Physical requirements
Stand, walk, sit for extended periods of time
Speak and listen to others in person and over the phone
Read from computer screen and reports
Type 35 words per minute
Lift up to 15 lbs.
Availability
Ability to work a flexible schedule, including weekends and holidays
Regular attendance is an essential function of the job
Shared duties
Customer experience
Service level
Customer satisfaction
Operational execution
Drive kpi’s and results
Uphold policy and procedures
Talent optimization
Build an engaged and high performing team
Cultivate a great place to work
Profit maximization
Deliver best in class experiences
Do the right thing for customers and the company
Primary duties
Lead, coach and develop direct and indirect reportsBuild and maintain a culture of accountability and ownership.
Drive engagement and retention by hiring right, ensuring the necessary training and coaching, and rewarding high performanceEnsure all team members have the opportunity to grow and develop.
Design regular engagement activities to promote an environment that supports excellence in execution while providing a positive, professional experience for associates.
Oversee all day-to-day aspects of the customer support function for both harbor freight stores and website:
Customer contacts (email/web/phone)
Executive office customer contact
Product support
Online order support
Manage and measure service levelsEmbrace the core value of continuous improvement to consistently challenge current service levels and drive to improve.
Identify and measure the appropriate key performance indicators (kpi’s) to drive performance and deliver an exceptional customer experienceFrequently review kpi’s for effectiveness and adjust the goals to maximize performance.
Ensure appropriate coverage needed to support customer demand by overseeing all aspects of staffing and scheduling, including demand planning, hiring, scheduling.
Track and manage expenses to budgetForecast future expense and staffing needs during the annual budgeting process.
Prepare and deliver business updates, performance metrics, project status reports and other complex information in various formats, including verbal, written and presentation.
Support the implementation of new technology, tools and processes to proactively identify obstacles to excellent customer experience, and to prevent/reduce the impact to customersAct as a champion of change to drive adoption and improve efficiency.
Partner with cross-functional teams, such as ecommerce, marketing, it, inventory, supply chain, transportation, and legal, to resolve issues impacting the customer experience and/or the contact center team.
Handle sensitive, high profile escalations on behalf of top executive leadership.
Other duties as assigned.
Additional duties
Support the contact center operation:
Provide back-up phone and email support during high volume
Lead continuous improvement projects
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About harbor freight tools
In 1977, harbor freight tools was started as a small family-owned businessWe made a commitment to provide working people with great quality tools at the lowest pricesAnd for over 43 years, harbor freight tools has done just thatFrom hand tools and generators, to air and power tools, from shop equipment to automotive tools, harbor freight offers more than 5,000 tools and accessories at quality levels that match or exceed competing brands, but at prices that are up to 80% lessAll while developing and launching over 1,000 new tools each yearWe`re not your typical retailerWe`re a team of high-achievers, who have a passion for excellence and continuous improvement and obsess about getting things doneWe`re also equally committed to doing the right thing and giving back to our communityAnd for us, collaboration is the golden ruleWe`re a 43 year-old, $5 billion company with over 1,100 stores, opening 2-3 new stores a week with over 40 million loyal customers and growingIf you are looking for a not so ordinary and highly rewarding career opportunity, we would love to talk with youDelivering value to the hardworking since 1977.
