Contact Center Manager
- - Hubert US - Sales
- Harrison, OH, USA
- Full Time
The Hubert Company is located in Harrison, Ohio, a suburb of Cincinnati. We are the leader in providing merchandising solutions and support products to the food industry, and our employees have recognized us as a Top Work Place for three years. Our customers include Supermarkets, Restaurants, Hotels and Food Service Operations. Our success has been built on exceptional service and quality human resources. We utilize an integrated marketing approach including account management, inside sales, direct marketing and e-commerce.
The Contact Center Manager reports to the Director of Customer Services. The successful candidate will be able to plan, direct and manage multi-channel activities within a contact center environment while achieving standards of excellence. Primary working hours are Monday – Friday. One - two days per week the hours will be 11 am – 8 pm the other days will be 8 am – 5 pm. There is some infrequent holiday and weekend work required.
A strong awareness of the importance of organizational culture and a commitment to protect and foster it;
Hires and supervises Contact Center representatives in selling products, lead generation and service to customers via telephone and internet
Supervises staff training, motivational and incentive programs, and adherence to personnel policies and standards
Assists in establishing department goals and action plans
Establishes and monitors staff productivity and standard levels, and recommends policy changes or training to improve results
Analyzes data and reports on individual performance standards and all Contact Center activities and processes
Maintain service level of incoming calls
Personnel development of Contact Center representatives
Researches, resolves and identifies trends in the Contact Center
Coordinate with other departments to design, institute and support service solutions.
Responsible for continuous improvement of Call Center processes and systems
Other duties as assigned
5 years of management experience in a Contact Center/Inside Sales environment with experience in a multi-channel environment (email, chat, web) a plus;
Proven communication skills
Proven leadership and positive people handling skills
Proven problem solving and critical thinking skills
Proven planning skills
PC literate, experience with MS word and Excel software
Proven ability to meet deadlines and manage multi-task/projects
Familiarity with order entry/customer service systems, ACD phone systems and call forecasting and scheduling processes.
College degree is preferred
There is no relocation assistant available for this position.
Hubert offers a competitive salary based upon experience. In addition, we have an excellent benefit package including 401(k), Medical/Dental Insurance, Educational Reimbursement plus more. To learn more about the company, please visit our web site www.hubert.com
Hubert is an Equal Opportunity/Affirmative Action Employer/M/F/V/D