Contact Center Manager - Remote

Our Contact Center Managers lead and inspire their teams to provide an exceptional customer experience in every interaction with customers. They balance engagement and recognition with accountability for high performance. Our Contact Center Managers lead with vision, share the why’s behind initiatives, and effectively manage change. They create a culture of high performance, accountability, continuous improvement and teamwork. They support a professional, engaging and fun environment to bring out the best in their teams. Responsibilities: Customer Experience Lead by exampleChampion the customer experienceEmpower teams to overcome obstaclesReward great service Operational ExecutionImprove KPI’s through behavioral coachingMonitor and adjust staffing dailyMaintain appropriate service levelsChallenge status quoTalent Optimization Utilize interview guides and hire rightDemonstrate effective feedback and coachingDrive performance managementBuild high performing teamsProfit Maximization Control overtime and cross train as neededManage expensesEmpower with company in mindDeliver on operational objectives Planning & Priority Setting Sets goals and objectives, and breaks down work into process stepsSpends time and time of others on what’s importantEliminates roadblocksBuilding High Performance Teams Acquires and retains the right talentTrains, coaches and provides feedbackDevelops team and positions them for growthMotivating Others Creates a climate in which people want to do their bestMotivates and inspires direct reports and teamsMakes each individual feel their work is importantManaging Vision & Purpose Makes the company vision sharable by everyoneCan inspire and motivate the entire teamIs forward looking and talks beyond todayManagerial Courage Does not hold back what needs to be said and is not afraid to take actionProvides on-time, direct, complete, and actionable positive and corrective feedback to othersCustomer FocusRole models delivering an exceptional customer experience every timeUses good judgment and acts with teams and customers in mindUnderstands and teaches how operational execution directly affects the customer experienceEstablishes and maintains positive interactions with customers, peers and associates through respectful and effective communicationQualifications: Experience 5+ years’ supervisory experience in Customer Service, Retail, or Hospitality requiredStrong computer skills, including MS Office (Excel, Word) requiredEducation Bachelor’s Degree, preferably with a business or communications focus or equivalent experienceWorkspace RequirementsContact Center Managers are required to have a space within their home to create a desk setup that is conducive to remote work.Additionally, an internet speed of 1GB or greater is required (HFT supports all Contact Center Associates with a monthly Internet Allowance to offset cost of maintaining 1GB speed). The anticipated salary range for this position is $93,000-$139,500 depending on location, knowledge, skills, education and experience. This position is also eligible for an annual discretionary bonus. In addition, we offer comprehensive and competitive benefits to Associates (and their families) such as medical, dental, vision, life insurance, short-term and long-term disability. Eligible Associates are able to enroll in our company’s 401k plan. Associates will accrue paid time off up to 200 hours per year (inclusive of PTO, floating holidays, and paid holidays). Paid sick time up to 80 hours per year unless otherwise required by law.