Customer Solutions Manager

Principal Duties And Responsibilities

• Ensures Specialists have a clear understanding of their daily duties via real time coaching and monthly scorecard execution.
• Focus agents on their primary responsibility of exemplary customer service and revenue generation.
• Work in partnership with department Leads to identify training needs.
• Prioritize training resources based on company priorities and initiatives to ensure we are brand building through each contact with our customers and partners, thereby maximizing the experience of all stakeholders.
• Works with the Customer Care Director and department Leads to review each employee’s performance and contribution, offering solutions for challenges in quality and performance management.
• Identifies operational needs and helps facilitate efficiencies in the department.
• Maintains a wider view of the business while being able to understand the details and manage a team to achieve applicable Service Level and Revenue goals.
• Takes corrective action when necessary, collaborating with Leadership and the management team on the appropriate conversations, actions, follow-up, and documentation.
• Maintains and grows the relationships with other departments (including but not limited to Distribution Center Fulfillment, Store Operations, Marketing and IT).
• Monitors operational functions including systems and programs specific to each department, employee One-on-One updates.

Experience And Skills Required

• 5-10 years of management experience, preferably in a contact center environment, heavy sales focus.
• Based in Dallas/Ft. Worth area. Ability to travel 5% a year, based on the business needs.
• Experience managing others including career development, directing, and evaluating work.
• Is committed to working scheduled hours and has the flexibility to work additional hours based on changing business needs.
• Knowledge of industry business and passion for following trends in the industry.
• Ability to communicate clearly and effectively, both orally and in writing, at all levels within and outside the organization.
• Ability to quickly separate the mission-critical tasks from the lower priority tasks; focuses on the most value-added projects of the day or week.
• Flexible, with a positive attitude and passion for knowledge.
• Strong time management and organizational skills with the ability to successfully manage multiple projects at once.
• Possesses focused attention to detail and solid organizational and prioritization skills while working quickly and accurately under pressure.
• Professional manner and strong communication skills internally and with outside vendor partners.
• Makes strategic and effective decisions in the best interest of our customers and our company, taking care to objectively process information.